Customer Experience Manager (Accounts Management & Customer Care)

Citi Global Realty and Development, Inc; Quezon City; On-site; PHP 500,000 - 700,000; Full time

Job summary

Citi Global Realty and Development, Inc. is seeking a Billing and Collections Lead in Metro Manila to manage daily billing, payment tracking, and receipting, driving collection efficiency and maintaining policy-compliant reminders.

The role coordinates loan documentation, unit turnovers, and customer care, leading a small Accounts Management and Customer Care team to meet SLAs and CSAT targets. Strong communication with Treasury and Management is required.

Qualifications

• Experience in billing and collection processes.
• Ability to manage aging reports and negotiation of payment arrangements.
• Familiarity with documentation for CTS, DOAS, and loan take-outs.
• Strong leadership and team supervision skills.

Responsibilities

• Lead daily billing and collection operations and track payments.
• Ensure timely issuance of reminders, demand letters, and cancellation notices in accordance with policy.
• Coordinate loan take-outs with banks, Sales, Treasury, and the Documentation Specialist.
• Oversee turnover readiness including buyer documents, balances, and loan take-out requirements.
• Supervise the Accounts Management and Customer Care team to meet targets and CSAT SLAs.

Job description

Billing and Collection

• Lead daily billing and collection operations, including SOA issuance, payment tracking, and official receipt generation.
• Drive collection efficiency by managing overdue accounts, negotiating payment arrangements, and monitoring account aging.
• Ensure timely issuance of reminders, demand letters, and cancellation notices in accordance with company policy.
• Prepare collection and aging reports with insights and recommendations for Management.

Documentation and Loan Take-Out

• Ensure completeness and accuracy of documentation for CTS, DOAS, loan take-outs, and titling requirements.
• Drive timely loan take-outs by coordinating with banks, Sales, Treasury, and the Documentation Specialist.
• Monitor documentation SLAs and resolve bottlenecks that delay take-outs and cash inflows.

Unit Turnover Coordination

• Lead the accounts and documentation readiness for unit turnovers - ensuring buyer documents, balances, and loan take-out requirements are complete zone by zone.
• Coordinate with project team on handover scheduling and with Treasury on balance collection timing.
• Manage client communication and escalations throughout the turnover process to protect CSAT and minimize cancellations.

Customer Care and Team Leadership

• Lead and supervise the Accounts Management and Customer Care team (5-6 staff) to meet collection targets and deliver required SLAs and CSAT results.
• Own after-sales support by resolving billing, payment, and documentation concerns within SLA.
• Coordinate with Marketing on customer-facing initiatives that support timely payments and document completion.
• Align with Treasury and Management on collection strategies, cash flow timing, and policy improvements.