Collections Specialist: Empathy-Driven Recoveries & Compliance

Acquire Intelligence; Quezon City; On-site; PHP 360,000 - 520,000; Full time

Job summary

Acquire Intelligence, a global outsourcer in contact center and back office services, is seeking a Collections Officer to manage overdue accounts with a customer-focused approach. The role blends firm negotiation with empathy to help customers meet obligations while protecting company risk.

You will handle multi-channel communications, identify vulnerability signals, and escalate in line with policy and regulatory requirements.

Qualifications

• Excellent English skills, both written and spoken.
• Experience in collections or financial services required.
• Ability to negotiate and resolve conflicts effectively.
• Strong accountability for achieving collections KPIs.
• Ability to manage multiple cases with high attention to detail.
• Empathy and discretion when dealing with vulnerable customers.

Responsibilities

• Deliver a professional, customer-focused collections experience across multiple channels.
• Negotiate sustainable repayment arrangements balancing customer circumstances and business needs.
• Identify vulnerable customers or hardship triggers and escalate per policy.
• Use collections systems to manage workflows and document all interactions.
• Collaborate with cross-functional teams to resolve account issues promptly.
• Ensure compliance with regulations, policies and data privacy standards.
• Provide feedback to improve collections strategies and processes.
• Adapt to evolving technology and tools, including AI-driven support and digital payments.

Skills

English proficiency

Negotiation skills

Problem-solving

Attention to detail

Multitasking

CRM software

Tools

CRM software

Job description

Acquire Intelligence, a global outsourcer in contact center and back office services, is seeking a Collections Officer to manage overdue accounts with a customer-focused approach. The role blends firm negotiation with empathy to help customers meet obligations while protecting company risk.

You will handle multi-channel communications, identify vulnerability signals, and escalate in line with policy and regulatory requirements.