Collections Officer (English Support)

RAM Australia Services No.2 Pty Ltd PHILIPPINE REPRESENTATIVE OFFICE (RAM); Metro Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

RAM Australia Services No. 2 PTY LTD is an Australian-owned lender with a Manila office.

The Collections Officer will manage complex conversations, collect outstanding loan repayments, assess each loan case on its merits, and take appropriate action to recover debts in accordance with legislation, while maintaining privacy and minimizing losses. Requirements include a bachelor’s degree in a business-related field, a minimum of 2 years’ experience handling customers over the phone, fluent English

Qualifications

• Bachelor’s degree in a business-related field.
• 2+ years’ phone-based customer experience.
• Fluent in English with strong written and spoken skills.
• Experience with Australian mortgage accounts preferred.
• Willingness to work onsite in Ortigas Center, Pasig City, Philippines.

Responsibilities

• Manage complex conversations with borrowers and collect outstanding repayments.
• Assess loans on a case-by-case basis and determine viable solutions.
• Take appropriate action to recover debts in accordance with legislation.
• Maintain confidentiality and accurately reflect updates in loan history notes.
• Meet daily service agreement goals and assist with ad-hoc administrative tasks.

Skills

Phone support

English fluency

Customer service

CRM software

Education

Bachelor's degree in business-related field

Tools

CRM software

Job description

About RAM

RAM Australia Services No. 2 PTY LTD is an Australian owned, based and regulated non-bank lender with offices in Sydney, Melbourne, Brisbane, Hong Kong and Shanghai that focuses on providing Australian residential home loans to its customers.

Job Purpose

As a Collections Officer, you will be part of the team providing support for the Manila office. The Collections Officer will be responsible in managing complex and difficult conversations, through the collection of outstanding repayments of loans to mitigate any company losses. The Collections Officer will assess each loan on a case-by-case basis depending on several factors, in which they will form a solution and work with the client. The Collections Officer will take appropriate action to recover outstanding debts in accordance with legislation.

Requirements:

• Must possess a Bachelor’s degree in business-related course

• Minimum of 2 years of experience dealing directly with customers on the phone

• Proficient in English language. Excellent communication skills (both oral and written)

• Experience with an Australian Mortgage account is highly preferred

• Able to work independently and with a team

• Communicate and create history notes accurately to reflect updates on the loan

• Meet daily service agreement goals in production and turnaround times.

• Assist with ad-hoc administrative tasks as required

• Maintain a high level of confidentiality and discretion over sensitive documents

• Willing to work onsite in Ortigas Center, Pasig City

Qualifications:

• Resilient and can hold complex conversation.

• Ability to build relationships and work collaboratively with clients and organisational peers.

• Sound verbal communication skills including the ability to negotiate respectfully and communicate rationale for decisions made.

• Quality assurance mindset.

• Accuracy and high attention to detail.

• Collaborative, yet work independently and take initiative.

• Deliver high quality customer service.

• Meet daily service agreement goals in production and turnaround times.