Collections Specialist

Symbos; Manila; On-site; PHP 240,000 - 480,000; Full time

Job summary

Symbos, a Manila-based BPO specialist, is seeking a Collections Agent / Specialist to support an Australian utilities and essential services client. The role emphasizes compliant, empathetic collections and careful account resolution across a high-volume portfolio.

You will conduct outbound calls, negotiate payment arrangements and document actions precisely, working onsite in Ortigas, Pasig City with a dayshift schedule.

Qualifications

• 6 months to 3 years of experience in collections, accounts receivable, recoveries or customer account management.
• Strong verbal communication, active listening, negotiation and objection-handling skills.
• A customer-focused approach, with the resilience to manage high-volume and sensitive conversations.
• Strong attention to detail and confidence documenting customer interactions, commitments and account actions accurately.
• Willing to work onsite on a dayshift schedule in Ortigas, Pasig City

Responsibilities

• Manage a portfolio of delinquent customer accounts and prioritise collection activities based on risk and recovery opportunities.
• Conduct outbound calls and other approved communications to support account resolution.
• Negotiate payment arrangements and follow up on customer commitments.
• Use approved systems and contact strategies, including skip tracing where required, to improve customer contact and resolution outcomes.
• Maintain accurate records of customer interactions, commitments and account actions.
• Escalate complex cases, disputes or vulnerable customer situations in line with process.

Skills

Outbound calls

Negotiation

Customer service

Active listening

Documentation

Resilience

Tools

SAP

CRM

Genesys

Auto dialers

Skip tracing

Job description

Join Symbos and be part of a team that's redefining excellence in business process outsourcing across Australia, New Zealand, and Fiji. Symbos is an Australian-founded business delivering customer experience and operational solutions at global scale. We partner with organisations to build capable offshore teams that combine people, empathy and technology. We are hiring a Collections Agent / Specialist to support customer account operations for a leading Australian utilities and essential services provider.

About The Client

Our client is a leading Australian provider of electricity, gas, internet and mobile services. This role supports customer account activity, with a focus on compliant, empathetic and service-oriented collections and account resolution.

The Opportunity

As a Collections Agent / Specialist, you will manage a portfolio of customer accounts requiring follow-up and resolution. You will make outbound contact, negotiate suitable payment arrangements, document actions accurately and

Key Responsibilities

Manage a portfolio of delinquent customer accounts and prioritise collection activities based on risk and recovery opportunities.

• Conduct outbound calls and other approved communications to support account resolution.
• Negotiate payment arrangements and follow up on customer commitments.
• Use approved systems and contact strategies, including skip tracing where required, to improve customer contact and resolution outcomes.
• Maintain accurate records of customer interactions, commitments and account actions.
• Escalate complex cases, disputes or vulnerable customer situations in line with process.

What We’re Looking For

• 6 months to 3 years of experience in collections, accounts receivable, recoveries or customer account management.
• Strong verbal communication, active listening, negotiation and objection-handling skills.
• A customer-focused approach, with the resilience to manage high-volume and sensitive conversations.
• Strong attention to detail and confidence documenting customer interactions, commitments and account actions accurately.
• Willing to work onsite on a dayshift schedule in Ortigas, Pasig City

Nice to Have

• Experience supporting Australian businesses or customers.
• Experience in a Shared Services, BPO, contact centre, utilities, banking, lending, telecommunications or consumer finance environment.
• Exposure to SAP, CRM, case management, payment processing, Genesys, auto dialers or skip tracing tools.

Who This Role Suits

This role suits someone who is target-driven, resilient and professional, with the confidence to manage outbound conversations while keeping customers at the centre. You will enjoy this role if you are motivated by results, comfortable handling objections and committed to doing the right thing within clear guidelines.