Collections Officer

Acquire Intelligence; Quezon City; On-site; PHP 360,000 - 520,000; Full time

Job summary

Acquire Intelligence, a global outsourcer in contact center and back office services, is seeking a Collections Officer to manage overdue accounts with a customer-focused approach. The role blends firm negotiation with empathy to help customers meet obligations while protecting company risk.

You will handle multi-channel communications, identify vulnerability signals, and escalate in line with policy and regulatory requirements.

Qualifications

• Excellent English skills, both written and spoken.
• Experience in collections or financial services required.
• Ability to negotiate and resolve conflicts effectively.
• Strong accountability for achieving collections KPIs.
• Ability to manage multiple cases with high attention to detail.
• Empathy and discretion when dealing with vulnerable customers.

Responsibilities

• Deliver a professional, customer-focused collections experience across multiple channels.
• Negotiate sustainable repayment arrangements balancing customer circumstances and business needs.
• Identify vulnerable customers or hardship triggers and escalate per policy.
• Use collections systems to manage workflows and document all interactions.
• Collaborate with cross-functional teams to resolve account issues promptly.
• Ensure compliance with regulations, policies and data privacy standards.
• Provide feedback to improve collections strategies and processes.
• Adapt to evolving technology and tools, including AI-driven support and digital payments.

Skills

English proficiency

Negotiation skills

Problem-solving

Attention to detail

Multitasking

CRM software

Tools

CRM software

Job description

Job Description:

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Job Description:

The collections Officer is responsible for managing overdue accounts while maintaining a customer-focused and solutions-driven approach. This role requires balancing firm negotiation with empathy, ensuring customers are supported in meeting their obligations while protecting the company from financial risk. Collections Officers operate in a fast-paced, technology- enabled environment, using multiple communication channels (phone, email, chat and other digital platforms) to connect with customers.

A key part of being a Collections Officer is identifying vulnerable customers and recognising hardship triggers early using discretion, empathy, and sound judgement to escape such cases properly and ensure that customers received the right support.

A Collections Officer plays a key role in compliance and data protection.

Principal Duties:

• Deliver a professional and customer-focused collections experience across multiple channels.
• Negotiate and agree on sustainable repayment arrangements that balance customer circumstances with business objectives.
• Identify vulnerable customers or hardship triggers and elevate cases in line with company policies and regulatory requirements.
• Use collections systems effectively to manage workflows and document all interactions.
• Collaborate with cross-functional teams (Customer Service, Admin, Fraud, Lending) to resolve account issues promptly.
• Ensure compliance with industry regulations, company policies, and data privacy standards.
• Contribute feedback and insights to improve collections strategies, customer journeys, and process efficiency.
• Adapt to evolving technology and tools, including AI-driven collections support, reporting dashboard, and digital payment platforms.
• undefinedJob Qualifications:Excellent English language communication skills (written and verbal), with strong professional etiquette.Demonstrated negotiation, conflict resolution and problem-solving skills.Strong accountability for achieving results and meeting collections KPI’s.Ability to manage multiple cases simultaneously with high attentions to detail.Awareness of hardship indicators and ability to exercise empathy and discretion when managing vulnerable customers.Ability to work independently and collaboratively within a fast-paced environment.Flexible, adaptable, and open to continuous learning and process improvement.Previous experience in Collections or financial services is required.

Join the A-Team and experience the A-Life!