Specialist - Fraud, Collections, Customer Service

Gratitude Philippines; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

Gratitude Philippines is seeking a Specialist to support operations across Fraud, Collections, and Customer Service. The role involves handling customer interactions, reviewing accounts, resolving concerns, supporting collection activities, and identifying potentially fraudulent or suspicious transactions.

The ideal candidate should have strong communication, analytical, problem-solving, and customer service skills, with the ability to work in a fast-paced environment while maintaining accuracy

Qualifications

• Bachelor's degree or relevant equivalent experience preferred.
• Experience in Fraud, Collections, Customer Service, Banking, Financial Services, or BPO operations is preferred.
• Strong verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Good attention to detail and ability to identify discrepancies or unusual activity.
• Ability to handle difficult customer situations professionally.
• Comfortable working with customer accounts, financial information, and transaction data.
• Ability to work under pressure and meet operational targets.
• Willingness to work shifting schedules, including weekends or holidays when required.
• Strong computer and data-entry skills.

Responsibilities

• Handle customer inquiries and concerns through appropriate communication channels.
• Provide accurate information and resolve customer issues in accordance with established procedures.
• Review customer accounts, transactions, and relevant documentation to identify discrepancies or unusual activity.
• Support fraud prevention and investigation activities by identifying potentially suspicious transactions or account behavior.
• Perform collection activities, including customer follow-ups, payment reminders, and resolution of outstanding balances.
• Document customer interactions, account updates, investigations, and resolutions accurately.
• Verify customer and account information while following applicable security and verification procedures.
• Escalate complex, high-risk, or unresolved cases to the appropriate team or management.
• Meet required productivity, quality, customer satisfaction, and compliance targets.
• Follow company policies, procedures, and data privacy requirements.
• Collaborate with internal teams to resolve customer, fraud, and collections-related concerns.
• Maintain professionalism and confidentiality when handling sensitive customer and financial information.

Skills

Communication skills

Analytical thinking

Problem solving

Customer service

Attention to detail

Data entry

MS Excel

CRM systems

Education

Bachelor's degree or equivalent

Tools

MS Excel

CRM systems

Job description

Job Summary

We are looking for a Specialist to support operations across Fraud, Collections, and Customer Service. The role will involve handling customer interactions, reviewing account or transaction information, resolving concerns, supporting collection activities, and identifying potentially fraudulent or suspicious transactions.

The ideal candidate should have strong communication, analytical, problem-solving, and customer service skills, with the ability to work in a fast-paced environment while maintaining accuracy and quality.

Key Responsibilities

• Handle customer inquiries and concerns through appropriate communication channels.
• Provide accurate information and resolve customer issues in accordance with established procedures.
• Review customer accounts, transactions, and relevant documentation to identify discrepancies or unusual activity.
• Support fraud prevention and investigation activities by identifying potentially suspicious transactions or account behavior.
• Perform collection activities, including customer follow-ups, payment reminders, and resolution of outstanding balances.
• Document customer interactions, account updates, investigations, and resolutions accurately.
• Verify customer and account information while following applicable security and verification procedures.
• Escalate complex, high-risk, or unresolved cases to the appropriate team or management.
• Meet required productivity, quality, customer satisfaction, and compliance targets.
• Follow company policies, procedures, and data privacy requirements.
• Collaborate with internal teams to resolve customer, fraud, and collections-related concerns.
• Maintain professionalism and confidentiality when handling sensitive customer and financial information.

Required Qualifications

• Bachelor's degree or relevant equivalent experience preferred.
• Experience in Fraud, Collections, Customer Service, Banking, Financial Services, or BPO operations is preferred.
• Strong verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Good attention to detail and ability to identify discrepancies or unusual activity.
• Ability to handle difficult customer situations professionally.
• Comfortable working with customer accounts, financial information, and transaction data.
• Ability to work under pressure and meet operational targets.
• Willingness to work shifting schedules, including weekends or holidays when required.
• Strong computer and data-entry skills.

Preferred Experience

• Fraud detection, transaction monitoring, or fraud investigation.
• Collections and payment follow-up.
• Customer service or financial account support.
• Banking, credit card, payments, lending, or financial services processes.
• Case management, escalation handling, and documentation.

Work Locations

• Taguig City
• Cebu City
• Work arrangement and shift schedule may vary depending on business requirements.