Customer Assistance Specialist | Hiring Now

Cognizant; Cebu City; Presencial; PHP 391.000 - 580.000; Jornada completa

Descripción de la vacante

Cognizant in Cebu City is seeking an experienced collections specialist to manage high-value delinquency accounts and drive recoveries. You will use skip-tracing to contact difficult debtors, negotiate structured repayment plans, and ensure compliance with privacy rules while meeting aggressive KPIs.

Ideal candidates have 2–3 years in BPO collections, including US client exposure, and a proven ability to exceed targets in a fast-paced environment.

Formación

• Degree in Business Administration, Finance, or related field.
• 2–3 years of BPO experience, with 1.5–2 years in collections or debt recovery.
• Experience handling US client accounts preferred.
• Proven track record of meeting or exceeding collections KPIs.

Responsabilidades

• Manage high-value delinquency accounts and complex cases.
• Use advanced skip-tracing techniques for hard-to-contact customers.
• Negotiate structured repayment plans and settlements within authority.
• Meet and exceed daily, weekly, and monthly collections targets.
• Provide end-of-shift status reports and flag high-risk accounts.
• Share best practices on call handling and skip-tracing.
• Ensure compliance with client policies and data privacy regulations.
• Support Team Lead during absences or high-volume periods.

Conocimientos

Skip-tracing

Negotiation

Customer communication

Data privacy compliance

Team collaboration

Educación

Degree in Business Administration, Finance, or related field

Descripción del empleo

Cognizant is a global company with over 270,000 associates, serving clients across industries worldwide. We help organizations solve complex challenges and thrive in the digital era. Join us and Be Cognizant!

Key Responsibilities

• Manage high-value, late-stage, and complex delinquency accounts (e.g., 90+ DPD, charge-off risk, legal referral queues).
• Execute advanced skip-tracing techniques for hard-to-contact customers and update account records accordingly.
• Negotiate structured repayment plans, settlements, and hardship arrangements within expanded authority limits.
• Achieve and consistently exceed daily, weekly, and monthly collections targets across assigned portfolios.
• Manage post-promise follow-up calls to ensure payment commitment fulfillment and reduce broken promise rates.
• Share best practices on objection handling, call opening/closing, and skip-tracing with the broader team.
• Maintain consistently high QA scores and serve as a benchmark for call quality standards on the floor.
• Ensure full compliance with client-specific collections policies, and data privacy regulations
• Provide end-of-shift account status reports and flag high-risk accounts to the Team Lead proactively.
• Support the Team Lead during absence or high-volume periods by taking on queue monitoring or real-time adherence tasks.

Qualifications:

Education

• Degree in Business Administration, Finance, Communication, or a related field preferred.

Experience

• Minimum 2 - 3 years of BPO experience, with at least 1.5 – 2 years specifically in a collections or debt recovery role.
• Demonstrated track record of meeting or exceeding collections KPIs in a previous role.
• Experience handling US client accounts preferred.
• Exposure to B2B collections is a plus.

Why Join Us?

At Cognizant, we don’t just offer jobs—we build careers that thrive in the digital era.

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You’re not just filling a seat—you’re building a future.
• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Your future starts here—grow, thrive, and make an impact with Cognizant.