Credit and Collections Supervisor

ElenJ Consulting Company Corp.; Mandaluyong; On-site; PHP 240,000 - 360,000; Full time

Job summary

A leading consulting firm is seeking a subject matter expert for debt collection. The role involves negotiating payment options while ensuring customer satisfaction and adhering to debt collection guidelines. You will be responsible for managing time effectively to maximize call outcomes, contributing to the improvement of key performance indicators, and providing feedback to promote process enhancements. Attention to detail and the ability to advocate for customers are essential.

Responsibilities

• Act as a subject matter expert for process knowledge and best practices.
• Negotiate and identify optimal payment options for customers.
• Manage time effectively to improve positive call outcomes.
• Provide feedback and trends to line manager for improvement.
• Ensure adherence to debt collection guidelines.

Job description

Job Description

Purpose of the Position

Appointed as the subject matter expert for the team with regard to process knowledge and sharing of best practices.

Works closely with the line manager in providing feedback to team members and ensuring that action plans are followed or constantly reviewed.

Primary objective is to collect customer debt while ensuring customer satisfaction is not compromised.

Minimizes customer debt by effectively negotiating and identifying the best payment options based on the customer’s current situation.

Contributes to the improvement of DSO (Daily Sales Outstanding) by ensuring all KPIs are consistently met.

Efficiently manages time logged while on campaigns to cover as many accounts as possible and improve positive call outcomes.

Quality- and quantity-focused, able to perform against progressive personal shared services measures and ensure full utilization of resources through establishment, implementation, and maintenance of customer credit master data in the SAP system.

Seeks to reduce and improve customer queries by acting as a customer advocate and proactively resolving root causes that affect customers.

Actively provides feedback and trends to the line manager to ensure process improvements are captured and addressed accordingly.

Acts as the officer-in-charge in the event that the team leader is not available.

Highly involved in creating action plans and feedback to improve key performance indicators.

Follows RSP collections processes to ensure customer debt is improved.

Conducts call listening sessions with the team to identify areas for improvement; ensures action plans align with goals and objectives.

Properly captures the details of customer queries using CRM.

Accurately uses the correct wrap codes per call for effective campaign management.

Uses sound judgment in adhering to debt collection guidelines to ensure operational and reputational risk is minimized.

Working Location

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• or other illegal situations.