Collections Specialist: Negotiation & Resolution

MNC; Quezon City; On-site; PHP 279,000 - 446,000; Full time

Job summary

MNC in the Philippines is hiring a collections agent to manage outbound and inbound calls related to past-due accounts. You will negotiate payment plans, update CRM records, and escalate complex cases as needed.

The role requires strong communication, attention to detail, and the ability to work in a fast-paced, target-driven environment. Previous collections or customer service experience is preferred.

Qualifications

• 1–3 years in collections, contact center, or customer service.
• Strong verbal communication and negotiation skills.
• Ability to handle difficult conversations professionally.
• Good understanding of billing and repayment cycles.
• Familiarity with CRM or collection tools.

Responsibilities

• Make outbound collection calls to customers with past-due accounts.
• Follow up on payment commitments and ensure collection targets are met.
• Handle inbound calls related to payment queries, disputes, and account updates.
• Negotiate payment plans, settlements, and due dates with customers.
• Update customer account information accurately in the system.
• Escalate complex cases or disputes to the concerned teams for resolution.
• Ensure compliance with company policies, regulatory guidelines, and collection scripts.
• Maintain daily productivity logs and meet call KPIs.
• Provide excellent customer service while retaining professionalism and empathy.

Skills

Verbal communication

Negotiation

Professional conversations

Attention to detail

Documentation accuracy

Tools

CRM software

Collection tools

Job description

MNC in the Philippines is hiring a collections agent to manage outbound and inbound calls related to past-due accounts. You will negotiate payment plans, update CRM records, and escalate complex cases as needed.

The role requires strong communication, attention to detail, and the ability to work in a fast-paced, target-driven environment. Previous collections or customer service experience is preferred.