Collections Specialist | AU Dayshift | Hybrid

Vault Outsourcing OPC; Makati; On-site; PHP 450,000 - 650,000; Full time

Job summary

Vault Outsourcing OPC in Manila seeks a proactive Collections Specialist to manage customer account resolutions, negotiate payment plans, and support credit and collections efforts. You will handle inquiries via phone and email, resolve payment issues, and ensure regulatory compliance.

You will identify hardship signals, work with internal teams to maintain financial performance, and drive process improvements while upholding high standards of customer service and integrity.

Qualifications

• Strong integrity and judgement with respect for privacy and confidentiality.
• Excellent problem-solving, negotiation, and dispute resolution skills.
• Professional communication with internal and external stakeholders.
• Experience in customer service, finance, or collections is preferred.

Responsibilities

• Handle inbound and outbound phone and email enquiries related to payments and account discrepancies.
• Identify reasons for arrears and negotiate suitable solutions including payment plans and hardship arrangements.
• Recognize financial stress signals and ensure compliance with regulatory obligations and internal policy.
• Maintain a portfolio of accounts with customer outreach, adjustments, credits, and reconciliations.
• Meet or exceed performance benchmarks and contribute to reporting.
• Collaborate across departments to accelerate resolution when needed.
• Participate in training and process improvement initiatives.

Skills

Negotiation

Dispute resolution

Customer service

Attention to detail

Communication

Regulatory compliance

Problem solving

Independent worker

Adaptability

Job description

We are seeking a proactive and detail-oriented Collections Specialist to manage customer account resolutions and support credit and collections efforts. This role involves handling inbound and outbound calls and emails, resolving payment issues, processing adjustments, and ensuring compliance with relevant regulatory obligations.

The ideal candidate is confident in negotiation and dispute resolution, can identify warning signs of financial hardship, and works closely with internal teams to maintain high standards in customer service and financial performance.

Key Responsibilities

• Handle inbound and outbound phone and email enquiries related to payments, account discrepancies, and short payment dishonours.
• Identify reasons for customer arrears and negotiate appropriate solutions, including payment plans and hardship arrangements.
• Recognize financial stress signals and manage cases in alignment with regulatory obligations and internal policy.
• Monitor and maintain a portfolio of accounts, including:
  • Customer outreach
  • Account adjustments
  • Credit memos
  • Small balance write-offs
  • Reconciliations
• Meet or exceed performance benchmarks and contribute to weekly and ad hoc portfolio reporting.
• Work collaboratively across departments to accelerate resolution when required.
• Participate in training, coaching, and process improvement initiatives.

Qualifications / Skills / Experience

• Strong integrity and sound judgement with respect for customer privacy and confidentiality.
• Quick learner with the ability to understand products, policies, and regulatory compliance frameworks.
• Excellent problem-solving, negotiation, and dispute resolution skills.
• Professional written and verbal communication with internal and external stakeholders.
• Comfortable working in a fast-paced and dynamic environment.
• Experience in customer service, finance, or collections is strongly preferred.
• Able to build and maintain long-term, trust-based customer relationships.
• Able to work independently with strong attention to detail and accuracy.
• A forward-thinking mindset focused on continuous improvement.