Production Agent / Collection Specialist

PM Consulting; Quezon City; On-site; PHP 335,000 - 502,000; Full time

Job summary

PM Consulting in the Philippines is seeking a Customer Service Representative (CSR) with hands-on collections experience to handle customer interactions, manage collection activities, and ensure compliant service.

The ideal candidate has at least 1 year of collections experience under a Collections LOB, and thrives in a fast-paced contact center environment with strong negotiation and documentation skills.

Qualifications

• At least 1 year of collections experience.
• Experience under a Collections LOB, not general customer service.
• Experience in a Contact Center/BPO or shared services environment preferred.
• Strong verbal and written communication skills.

Responsibilities

• Handle inbound and/or outbound customer interactions related to collections and account resolution.
• Communicate professionally with customers regarding outstanding balances, payment arrangements, and status.
• Assess customer situations and provide appropriate payment or resolution options.
• Negotiate payment arrangements while maintaining a customer-focused approach.
• Document customer interactions, payment commitments, and account updates accurately.
• Follow collections procedures, policies, quality standards, and compliance requirements.
• Protect customer information and maintain confidentiality.
• Meet performance targets related to productivity, quality, collections effectiveness, attendance, and service levels.
• Escalate complex or sensitive account concerns as needed.
• Maintain records of all customer transactions and interactions.
• Participate in coaching, training, and performance improvement activities.

Skills

Collections experience

Verbal communication

Written communication

Negotiation

Contact center

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.