Mortgage Collections Specialist — Flexible Hours & Perks

Sutherland; Central Luzon; On-site; PHP 201,000 - 279,000; Full time

Benefits offered by this job

Paid training

Paid time off

Vision, dental, and health benefits

Flexible scheduling

Performance incentives

Job summary

Sutherland in Clark, Philippines is seeking a Customer Service Associate for our Mortgage Account to assist customers with account concerns and disputes, guide payment options, and ensure accurate resolution of credit-related issues while upholding compliance standards.

The role emphasizes excellent communication, mortgage/financial experience, and the use of AI tools like ChatGPT to verify outputs, with training provided and a supportive team environment across flexible scheduling and ongoing

Qualifications

• At least a High School graduate.
• Minimum of 1 year Mortgage/Collections/Financial experience.
• Excellent verbal and written communication skills.
• Hands-on experience using AI tools (e.g., ChatGPT) and good judgement to verify outputs.

Responsibilities

• Provide excellent customer service by phone, addressing concerns or disputes regarding services offered.
• Explain account delinquency, collect required payments, and communicate the benefits of keeping the account current.
• Deliver accurate resolutions regarding customer account problems, credit terms, and payments.
• Work with customers on payment options and plans, and appropriately escalate disputes.
• Transfer calls to necessary groups as required by law.
• Accurately document all actions taken during each customer transaction.
• Be willing to work overtime as needed to meet service level requirements.
• Adhere to the provided shift schedule.
• Participate in team meetings, refresher trainings, seminars, and other program-related events.

Skills

Verbal and written communication

AI tool experience

Education

High School diploma

Tools

AI tools (ChatGPT)

Job description

Sutherland in Clark, Philippines is seeking a Customer Service Associate for our Mortgage Account to assist customers with account concerns and disputes, guide payment options, and ensure accurate resolution of credit-related issues while upholding compliance standards.

The role emphasizes excellent communication, mortgage/financial experience, and the use of AI tools like ChatGPT to verify outputs, with training provided and a supportive team environment across flexible scheduling and ongoing