Collections Specialist (B2B)

Comrise; Philippines; On-site; PHP 335,000 - 670,000; Full time

Job summary

Comrise in the Philippines seeks a Collections Specialist to manage a ledger of accounts, contacting clients about outstanding invoices and ensuring payments align with terms.

You will rely on strong English proficiency to communicate with clients via phone and email, while working to improve collections processes and uphold high service standards.

Qualifications

• At least 2–3 years in a B2B Collections / Credit Control environment.
• Experience communicating with English-speaking clients.
• Strong fluency in written and spoken English.
• Ability to articulate and communicate professionally.
• Strong customer service skills across multiple channels (phone, email).
• Ability to work under pressure and meet changing deadlines.
• Adaptable and quick to learn new processes and skills.
• Ability to interpret financial data and identify root causes.

Responsibilities

• Contact clients by phone and email to discuss outstanding debts.
• Make decisions on next actions on a client-by-client basis using defined processes.
• Record accurate client communications in Oracle Advanced Collections.
• Investigate and resolve unallocated cash occurrences.
• Negotiate payments and solutions addressing client concerns.
• Maintain good relationships with internal and external clients.
• Meet various qualitative and quantitative targets.
• Re-prioritise workload to focus on targets and deadlines.
• Escalate issues affecting money recovery as needed.
• Ensure work complies with SLA objectives.
• Contribute ideas to continuously improve collection processes.
• Understand and apply company billing processes and controls.

Skills

Excellent English (written and spoken)

Communication skills

Negotiation

Customer service

Attention to detail

Team collaboration

Adaptability

Problem analysis

Tools

Oracle Advanced Collections

Job description

Working within a team, you will be responsible for managing your own ledger of accounts, ensuring clients' invoices are paid in accordance with specified terms. As you will be responsible for our client base, a very high standard of verbal and written English is essential for this role. You will interact with clients as needed and work to continuously improve our collections processes.

Performance Objectives:

Clients

• Use a combination of communication tools, primarily telephone and e-mail, to contact clients to discuss outstanding debt issues.
• Utilising a combination of defined processes, case history and judgement, make decisions on next course of action, on a client-by-client basis.
• Record accurate records of client communications within Oracle Advanced Collections system.
• Investigate and resolve occurrences of unallocated cash.
• Effectively negotiates payment and solutions when addressing client concerns, issues, and complaints.
• Stakeholder Management - Safeguard the long-standing goodwill relationship with internal/external clients.
• Achieve a variety of targets, based upon qualitative and quantitative measures.
• Continually re-prioritise an ever-changing workload, ensuring activity is focused towards achieving a variety of targets.
• Escalate any issues affecting the recovery of monies in a timely manner, either internally through Global Finance Services Management or with the business, as required.
• Ensure tasks are performed in accordance with Service Level Agreement objectives.
• Contribute ideas and actions towards the continuous improvement of processes within area of influence.
• Understand and apply company Billing processes, policies, procedures, and internal control standards.

People

• Liaise with the Management team and Collections Analysts regularly regarding all aspects of collection activity performance.
• Interface with other Global Finance Services associates to ensure compliance with cross-team responsibilities.
• Work effectively within the team dynamic.

The Requirements:

• At least 2-3 years of experience working in a business-to-business Collections / Credit Control environment
• Experience of working in an environment communicating with English speaking clients
• Strong fluency in written and spoken English
• Ability to articulate and communicate professionally is essential
• Strong customer service skills / ability to communicate professionally through a variety of channels (e.g., telephone, e-mail)
• Ability to work well under pressure and meet ever changing deadlines and stretching targets
• Adaptable, able to learn new processes, concepts, and skills
• Ability to interpret and analyze financial data and use their analysis to identify the root cause and/or devise the appropriate action plan.
• Ability to professionally handle and resolve, exceptions, and disputes.