Sr. Associate - Customer Care - Collections 5B

1901 Genpact Services LLC (Philippines branch); Muntinlupa; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Genpact, a leader in AI-powered transformation, is seeking a Sr. Associate - Customer Care - Collections to drive recovery for overdue accounts from a global client base.

You will engage customers via calls, emails, and letters, negotiate settlements, and ensure accurate records in CRM systems. You will collaborate with Credit Management, Sales, and other functions, monitor accounts for delinquencies, and escalate complex cases as needed while striving to meet daily and monthly collection

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.
• 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

Language English

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Tools

CDP Certification (LinkedIn Learning)

LinkedIn Learning - Professional Customer Service

SMG/KRC Poland Human Resources

Job description

Sr. Associate - Customer Care - Collections

Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook. We’re an agentic and advanced technology solutions company that runs mission-critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. There's a lot to learn here, and room to grow.

Debt Collection & Communication

• 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.

Account Monitoring & Reconciliation

• Monitor accounts for overdue payments, delayed settlements, credit irregularities, or unapplied items.
• Reconcile account balances with customers and address unapplied credits.

Record-Keeping & Reporting

• 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.

Dispute Resolution & Escalation

• 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.

Cross-Functional Collaboration

• 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.

Performance & Target Achievement

• Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs.
• Ensure timely cash inflow within agreed payment terms and SLAs.

Compliance & Process Adherence

• Follow all applicable legal and regulatory requirements related to debt collection.
• Adhere to company policies, SOPs, and standard quality benchmarks.

Qualifications

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

Certifications

• Certified Data Processor (CDP) - LinkedIn Learning
• LinkedIn Learning, Professional Customer Service - SMG/KRC Poland Human Resources
• SMG/KRC Poland Human Resources

Required Skills

• Account Maintenance
• Banking Capital Markets
• Collections Calls
• Debt Collections
• Payment Collections
• Regulatory Compliance
• Language English (Required), English (Required) Language Proficiency - Upper Intermediate - B2

Additional Job Location - Job Type Regular Master Skill List - Customer Care - Collections Remote Type - Office Work Shift - Variable (Philippines)

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.