Customer Service Representative - Collection Specialist / Collector (US Account)

FCO WORLDWIDE INC; Philippines; On-site; PHP 223,000 - 357,000; Full time

Benefits offered by this job

Basic pay + allowances

Night differential

Performance bonuses

Training provided

Job summary

FCO WORLDWIDE, INC. in Makati City, Metro Manila, Philippines, seeks a motivated Collections Specialist to contact consumers about delinquent accounts, arrange payments, and keep system data current. The role requires professional customer service, strong English communication, and the ability to handle sensitive matters during night shifts.

Training is provided, with a basic pay package, allowances, and night differential. Onsite work is required in Makati City as part of a full-time team.

Qualifications

• Excellent English verbal and written communication with consumers.
• Able to listen, ask questions, and obtain needed information to resolve accounts.
• Reliable, punctual, and able to follow procedures and guidelines.

Responsibilities

• Contact consumers with delinquent accounts via outbound calls.
• Negotiate payment arrangements per training and guidelines.
• Update and document account activity accurately.
• Use skip-tracing tools to locate updated contact details when needed.
• Maintain professional and respectful communication, meeting productivity standards.

Skills

English communication

Communication skills

Attention to detail

Professional demeanor

Active listening

Job description

COLLECTION SPECIALIST/COLLECTOR

We are seeking a highly motivated and customer-focused Collector to join our team at FCO WORLDWIDE, INC. based in Makati City, Metro Manila. In this full-time role, you will be responsible for communicating with consumers regarding delinquent accounts, assisting with payment arrangements, maintaining accurate account information, and providing professional and respectful customer service throughout the collection process.

Duties and Responsibilities

• Contact consumers regarding their delinquent accounts through outbound calls.
• Leave voice mail messages when a consumer cannot be reached.
• Use available skip-tracing tools to locate updated phone numbers and addresses when needed.
• Send required letters and correspondence to updated addresses.
• Receive transferred calls from Collection Transfer Agents and handle the account appropriately.
• Speak with consumers about their accounts and work toward resolving outstanding balances.
• Negotiate payment arrangements following FCO's guidelines provided during training.
• Update account information with any new or relevant information obtained from consumers.
• Document calls, contacts, and other account activity accurately.
• Handle consumer questions and difficult conversations in a professional and respectful manner.
• Follow all company policies and procedures, as well as applicable Federal and State collection laws.
• Meet the required productivity, quality, and attendance standards for the position.
• Work with supervisors and team members to meet department goals and resolve account issues.

Qualifications and Skills

• Applicants with no previous work experience are welcome to apply. Training will be provided.
• Previous collection, customer service, or call center experience is an advantage but not required.
• Excellent English verbal and communication skills, with the ability to communicate clearly and professionally with consumers.
• Comfortable speaking with people regarding sensitive account matters.
• Able to listen, ask questions, and obtain the information needed to work an account and able to handle pressure and difficult conversations in a professional manner.
• Good attention to detail when updating account information and documenting activity.
• Able to follow instructions, company procedures, and collection guidelines.
• Reliable, dependable, and punctual with good attendance.
• Willing to learn and apply FCO's collection procedures and arrangement guidelines.
• You must be willing to work onsite in Makati City and be assigned night shift.

What we offer

• Position includes Basic Pay (based on experience), Allowances, Night Differential and performance bonuses.
• Training is provided for the position.
• Currently, we work 8AM to 5PM EST (8PM to 5AM PH time). We make adjustments for Daylight Savings Time (DST).
• We keep one regular shift and weekly off.

Join us and see the difference!