Production Agent / Collection Specialist

Our Clients; Quezon City; On-site; PHP 180,000 - 240,000; Full time

Job summary

Our Clients is looking for a customer-focused CSR with hands-on collections experience. You will handle customer interactions, manage collection activities, resolve account concerns, and ensure professional and compliant service.

The role requires at least 1 year of collections experience under a Collections LOB in a contact center/BPO or shared services environment. Night, weekend, and holiday shifts may be required depending on business needs.

Qualifications

• At least 1 year of collections experience is required.
• Experience under a Collections LOB is required.
• Strong verbal and written communication.
• Ability to meet targets in a fast-paced environment.
• Willing to work shifts including nights, weekends, and holidays.

Responsibilities

• Handle inbound and/or outbound customer interactions related to collections and account resolution.
• Communicate with customers regarding outstanding balances and payment arrangements.
• Assess customer situations and provide payment or resolution options.
• Negotiate payment arrangements while maintaining professionalism.
• Document interactions and payment commitments accurately.
• Follow collections procedures and compliance requirements.
• Escalate complex issues to the appropriate team.
• Maintain records of all customer transactions.
• Participate in coaching and performance improvement activities.
• Perform other customer service and collections-related duties.

Skills

Collections experience

Customer handling

Negotiation

Communication skills

Job description

We are looking for a customer-focused and results-driven Customer Service Representative (CSR) with hands-on experience in collections operations. The successful candidate will be responsible for handling customer interactions, managing collection activities, resolving account-related concerns, and ensuring professional and compliant customer service.

Candidates must have actual collections experience under a Collections Line of Business (LOB). Experience in a general Customer Service LOB where collections-related concerns were only part of the calls will not be considered as equivalent collections experience.

Key Responsibilities

• Handle inbound and/or outbound customer interactions related to collections and account resolution.
• Communicate professionally with customers regarding outstanding balances, payment arrangements, account status, and other collections-related concerns.
• Assess customer situations and provide appropriate payment or resolution options in accordance with established policies.
• Negotiate payment arrangements while maintaining a customer-focused and professional approach.
• Ensure accurate documentation of customer interactions, payment commitments, and account updates.
• Follow established collections procedures, policies, quality standards, and applicable compliance requirements.
• Protect customer information and maintain confidentiality throughout all interactions.
• Resolve customer concerns efficiently while maintaining a positive customer experience.
• Meet established performance targets related to productivity, quality, collections effectiveness, attendance, and service levels.
• Escalate complex or sensitive account concerns to the appropriate team or support function.
• Maintain accurate and complete records of all customer transactions and interactions.
• Participate in coaching, training, and performance improvement activities as required.
• Perform other customer service and collections-related responsibilities as assigned.

Qualifications

• At least 1 year of collections experience is required.
• Candidates must have experience working specifically under a Collections LOB, rather than general customer service.
• Experience in a Contact Center/BPO or shared services environment is preferred.
• Strong verbal and written communication skills.
• Strong negotiation, problem-solving, and customer handling skills.
• Ability to handle challenging customer conversations professionally.
• Good attention to detail and ability to accurately document transactions.
• Ability to meet performance targets in a fast-paced environment.
• Willing to work on shifting schedules, including nights, weekends, and holidays, depending on business requirements.