Collections Specialist

Symbos CX; Pasig; On-site; PHP 180,000 - 360,000; Full time

Job summary

Symbos CX is seeking a Collections Agent to manage a portfolio of delinquent customer accounts for an Australian client. You will balance outbound outreach, negotiation of payment arrangements and meticulous documentation with a focus on compliant and empathetic customer interactions.

The role requires 6 months to 3 years in collections or related fields, strong negotiation skills, and resilience to handle high-volume conversations while maintaining accuracy and professionalism.

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.
• Customer-focused approach with resilience to manage high-volume and sensitive conversations.

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

Verbal communication

Active listening

Negotiation

Objection handling

Customer focus

Resilience

Detail orientation

Documentation

Tools

SAP

CRM

Genesys

Auto dialers

Skip tracing tools

Payment processing

Job description

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 escalated sensitive or complex matters when needed. The role is suited to someone who can balance performance targets with professionalism, empathy and compliance.

What Sets This Role Apart

You will support a well-known Australian client in a role where negotiation, empathy and compliance all matter. This is not just about making calls; it is about helping customers work through account issues while protecting quality, documentation and customer experience standards.

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.

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.