Senior Collections & Customer Care Specialist

Genpact Services LLC; Muntinlupa; On-site; PHP 420,000 - 720,000; Full time

Job summary

Genpact Manila is seeking a Sr. Associate - Customer Care - Collections to execute debt collection activities across accounts using phone, email, and letters to secure payments while upholding compliance and customer relations.

You will monitor and reconcile accounts, log actions in CRM, and escalate disputes as needed while collaborating with Credit Management, Sales, and other teams to ensure timely cash inflow and KPI achievement.

Qualifications

• Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Responsibilities

• Reach out to customers with overdue accounts using phone, email, and letters to initiate collections.
• Negotiate repayment terms and settlements in accordance with company policies.
• Monitor accounts for overdue payments, delayed settlements, credit irregularities, or unapplied items.
• Reconcile account balances with customers and address unapplied credits.
• Maintain detailed and accurate records of all customer communication and payment commitments.
• Log outcomes of collection efforts and follow-ups in CRM or collections systems.
• Prepare and submit regular collection activity reports for management review.
• Investigate and resolve customer complaints or disputes related to billing or payments.
• Escalate unresolved or complex cases to senior staff or legal teams as needed.
• Work closely with departments like Credit Management, Sales, Supply Chain, Cash Application, and others to resolve outstanding issues.
• Provide necessary documentation to support third-party collections or bankruptcy cases.
• Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs.
• Ensure timely cash inflow within agreed payment terms and SLAs.
• Follow all applicable legal and regulatory requirements related to debt collection.
• Adhere to company policies, SOPs, and standard quality benchmarks.

Skills

Account Maintenance

Banking Capital Markets

Collections Calls

Debt Collections

Payment Collections

Regulatory Compliance

Education

Bachelor degrees (Business Administration, Communications, Hospitality Management, Information Technology, Marketing)

Job description

Genpact Manila is seeking a Sr. Associate - Customer Care - Collections to execute debt collection activities across accounts using phone, email, and letters to secure payments while upholding compliance and customer relations.

You will monitor and reconcile accounts, log actions in CRM, and escalate disputes as needed while collaborating with Credit Management, Sales, and other teams to ensure timely cash inflow and KPI achievement.