Collections Specialist — Empathetic Recovery & Resolution

SYmbosim; Philippines; On-site; PHP 167,000 - 312,000; Full time

Job summary

Symbos is seeking a Collections Agent / Specialist to support customer account operations for an Australian utilities provider. The role involves outbound contact, negotiating payment arrangements and documenting actions to ensure compliant collections and positive customer outcomes.

You will manage delinquent accounts, maintain case records and escalate complex or vulnerable situations following established processes. Onsite dayshift in Ortigas, Pasig City, is required.

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

Verbal communication

Active listening

Negotiation

Objection handling

Attention to detail

CRM systems

Skip tracing tools

Genesys

Auto dialers

Tools

CRM systems

Skip tracing tools

Genesys

Auto dialers

Job description

Symbos is seeking a Collections Agent / Specialist to support customer account operations for an Australian utilities provider. The role involves outbound contact, negotiating payment arrangements and documenting actions to ensure compliant collections and positive customer outcomes.

You will manage delinquent accounts, maintain case records and escalate complex or vulnerable situations following established processes. Onsite dayshift in Ortigas, Pasig City, is required.