Senior Associate - AI-Driven Collections & Customer Care

Genpact Ltd.; Philippines; On-site; PHP 360,000 - 540,000; Full time

Job summary

Genpact Ltd. in the Philippines is seeking a Sr. Associate - Customer Care - Collections to support overdue accounts through calls, emails, and letters.

You will negotiate settlements, monitor balances, and maintain precise records to drive timely cash inflows. This role collaborates with Credit Management, Sales, Supply Chain, and Cash Applications while ensuring compliance with policy and legal requirements.

Qualifications

• Bachelor's degree or equivalent in a related field.
• Experience in debt collection or collections calls preferred.
• Proficiency in English; upper-intermediate level (B2).

Responsibilities

• Reach out to customers with overdue accounts via phone, email, and letters.
• Negotiate repayments and settlements per policy.
• Monitor accounts for overdue payments and reconcile unapplied credits.
• Maintain detailed records in CRM and prepare reports.
• Investigate disputes and escalate when needed.
• Collaborate with Credit Management, Sales, Supply Chain, and Cash Applications.
• Meet daily, weekly, monthly collection targets and KPIs.

Skills

Debt Collections

Customer Care

Account Maintenance

Regulatory Compliance

Communication

Negotiation

Education

Bachelors - Business Administration

Bachelors - Communications

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Tools

CRM Systems

MS Excel

Documentation & Reporting

Job description

Genpact Ltd. in the Philippines is seeking a Sr. Associate - Customer Care - Collections to support overdue accounts through calls, emails, and letters.

You will negotiate settlements, monitor balances, and maintain precise records to drive timely cash inflows. This role collaborates with Credit Management, Sales, Supply Chain, and Cash Applications while ensuring compliance with policy and legal requirements.