START ASAP! COLLECTION SPECIALIST (AR) | BPO

Foundever®; Pasig; On-site; PHP 279,000 - 446,000; Full time

Job summary

Foundever Philippines is seeking a Customer Service Specialist to handle inbound calls and route them to the correct Paychex contact. You will educate clients, branches, and product areas on resolution pathways, ensuring timely and accurate information while maintaining high service standards.

You will build basic knowledge of Paychex products such as Taxpay, Direct Deposit, Readychex, and others, helping resolve inquiries and support internal partners and clients.

Qualifications

• At least 1 year of financial services experience, preferably in accounts receivable.
• Experience in customer service within the BPO industry is preferred.
• Experience in payroll and accounting is preferred.

Responsibilities

• Handle inbound calls promptly and transfer to the correct Paychex line.
• Provide quality service by educating clients on resolution pathways.
• Develop and maintain knowledge of Paychex products to guide decisions on resolution pathways.
• Research and resolve inbound calls from partners and clients, routing to the appropriate team.
• Maintain daily call requirements based on KPI targets.
• Adhere to department policies and procedures to ensure daily compliance.
• Evaluate client status and verify contact information per training guidelines.
• Ensure adherence to Fair Debt Collections Practices Act, NACHA and internal compliance standards.

Skills

Financial services experience

Accounts receivable

BPO customer service

Payroll knowledge

Job description

Duties & Responsibilities:

• Responsible for the timely handling of inbound calls and accurately transferring to the appropriate Paychex phone number.
• Provides quality customer service to internal/external customers by educating clients, branches, product areas on resolution pathways.
• Develops and maintains basic knowledge of Paychex products including, but not limited to, Taxpay, Direct Deposit, Readychex, Garnishments, 401(k), Workers Compensation, Health and Benefits, Time and Attendance and their corresponding systems to accurately make decisions on the resolution pathway.
• Researches and resolves inbound calls from internal partners and clients and routes to the appropriate team.
• Maintains daily call requirements based on key indicator performance expectations.
• Maintains department policies/procedure to ensure daily compliance.
• Evaluates client status, validates contact information, and follows training guidelines to ensure appropriate communications are leveraged to mitigate risk and exposure to Paychex.
• Ensures adherence to the Fair Debt Collections Practices Act, NACHA and other applicable regulatory agencies, and follows internal Compliance/Legal standards.

Qualifications:

• At least 1 year of Financial Services experience, preferably Accounts Receivable.
• Experience in Customer Service in the BPO industry is preferred.
• Experience in Payroll and Accounting is preferred.

Equal Opportunity Employer

Foundever® is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race, color, national origin, religion, gender identity or expression, sexual orientation, marital status, veteran status, disability status, or any other characteristic protected by applicable local laws.