Customer Support for Financial Collections Account (Dayshift)

TORCH Solutions; Quezon City; Vor Ort; PHP 335.000 - 502.000; Vollzeit

Zusammenfassung

TORCH Solutions in Quezon City, Metro Manila, is seeking a dedicated Customer Support for Financial Collections Account (Dayshift) to join our team. This full-time role handles calls for financial collections clients, managing sensitive account matters during dayshift business hours.

You will provide exceptional customer service, document interactions, and adhere to regulatory guidelines while meeting targets and maintaining accuracy in records.

Qualifikationen

• Handle inbound and outbound calls with professionalism and empathy.
• Collect accurate information from callers about account status, payment arrangements, and outstanding balances.
• Process payment arrangements and account modifications per policy.
• Maintain records of interactions and resolutions in the designated system.
• Follow collection protocols to ensure regulatory compliance.

Aufgaben

• Escalate complex issues to supervisors when necessary.
• Communicate with clients to negotiate payment terms and explain account details clearly.
• Meet daily call handling targets and quality metrics set by management.

Kenntnisse

Call center experience

Strong communication

Active listening

Attention to detail

Multi-tasking

Punctuality

Financial collections knowledge

Ausbildung

High school diploma or equivalent

Jobbeschreibung

We are seeking a dedicated and professional Customer Support for Financial Collections Account (Dayshift) to join our growing team at TORCH Solutions. This is a full-time position based in Quezon City, Metro Manila. In this role, you will be the vital point of contact for our financial collections clients, providing exceptional customer service whilst managing sensitive financial account matters. You will work during dayshift hours, ensuring consistent support to our clients throughout business hours. This position is integral to maintaining our reputation for excellence in the financial collections sector and directly impacts client satisfaction and retention.

Key responsibilities

• Handle inbound and outbound calls with professionalism and empathy, addressing client inquiries and concerns related to financial collections accounts
• Collect accurate and detailed information from callers regarding account status, payment arrangements, and outstanding balances
• Process payment arrangements and account modifications in accordance with company policies and regulatory guidelines
• Maintain comprehensive and accurate records of all customer interactions, transactions, and resolutions in the designated system
• Follow established collection protocols and compliance procedures to ensure adherence to financial regulations
• Escalate complex or sensitive issues to supervisors or specialized teams when necessary
• Communicate professionally with clients to negotiate payment terms and explain account details clearly
• Meet or exceed daily call handling targets and quality metrics as set by management
• Provide feedback to management on common client concerns and account-related trends
• Participate in training sessions and maintain current knowledge of company policies, procedures, and financial regulations

What we're looking for

• Proven experience in a call centre or customer service environment, preferably within financial services, collections, or a related industry
• Strong communication skills with the ability to handle difficult conversations professionally and courteously
• Excellent listening skills and the ability to understand and document client needs accurately

• Ability to work independently whilst following strict protocols and guidelines
• Strong attention to detail and accuracy when handling financial information and transaction records
• Capability to manage multiple tasks and priorities in a fast-paced environment
• Reliable and punctual with the ability to commit to consistent dayshift hours
• Knowledge of financial collections practices and relevant regulations is preferred
• Patience, empathy, and problem-solving abilities when dealing with clients in challenging situations
• High school diploma or equivalent; additional qualifications in finance or customer service are advantageous