Senior Collections Specialist – Customer Care

Genpact (UK) Limited; Muntinlupa; On-site; PHP 480,000 - 720,000; Full time

Job summary

Genpact (UK) Limited in Alabang, Muntinlupa City is seeking a Senior Process Associate for Mortgage collections. The role involves contacting overdue customers, negotiating terms, and resolving billing issues onsite.

Ideal candidates hold a bachelor’s degree in business or related fields and may have certifications in data processing or customer service. Onsite work with regular targets and cross-functional collaboration is expected.

Qualifications

• Required degree in business, communications, hospitality, IT or marketing.
• Certifications in data processing and customer service are a plus.
• Relevant BPO exposure and collections knowledge are beneficial.

Responsibilities

• Reach out to customers with overdue accounts via phone, email and letters.
• Negotiate repayment terms and settlements per policy.
• Monitor overdue accounts and reconcile unapplied credits.
• Maintain detailed records of communications and commitments.
• Log collection outcomes in CRM and generate reports for management.
• Resolve disputes related to billing and payments; escalate as needed.
• Collaborate with Credit, Sales, Supply Chain and Cash Applications teams.
• Ensure compliance with laws, policies and SLAs.

Skills

Account Maintenance

Banking Capital Markets

Cash Application Credit Underwriting

Loan Servicing

Personal Banking

Retail Banking

Wealth Management

Education

Bachelor's – Business Administration

Bachelor's – Communications

Bachelor's – Hospitality Management

Bachelor's – Information Technology

Bachelor's – Marketing

Certifications – Certified Data Processor (CDP)

Certifications – LinkedIn Learning

Certifications – Professional Customer Service – SMG/KRC Poland Human Resources

Job description

Genpact (UK) Limited in Alabang, Muntinlupa City is seeking a Senior Process Associate for Mortgage collections. The role involves contacting overdue customers, negotiating terms, and resolving billing issues onsite.

Ideal candidates hold a bachelor’s degree in business or related fields and may have certifications in data processing or customer service. Onsite work with regular targets and cross-functional collaboration is expected.