Billing and Collection Specialist / Travel Outbound …, Quezon City

Role: Travel Outbound Collections Specialist

This position focuses on proactively contacting travel customers (via outbound calls) to manage overdue accounts, negotiate payments, and support the collections process while providing excellent customer service and maintaining compliance with policies and regulations.

• Make outbound calls to travel customers regarding overdue balances or unpaid accounts.
• Explain the account status, payment obligations, and help customers understand next steps.
• Update account information and document all interactions accurately in internal systems.

• Negotiate payment arrangements or settlements professionally and assertively to collect outstanding amounts.
• Work with customers to find mutually acceptable solutions that support both recovery and customer satisfaction.
• Encourage timely payment to keep accounts current or minimize outstanding balances.

• Keep accurate records of contact attempts, outcomes, promises to pay, and other details.
• Update internal systems with payment agreements, account changes, and notes from all interactions.
• Generate or support basic reporting on collections activity as required.

• Achieve daily or weekly collection targets while maintaining quality and compliance standards.
• Follow internal policies, client guidelines, and any applicable financial or data privacy regulations.
• Adhere to Service Level Agreements (SLAs), quality metrics, and reporting requirements.

• Provide polite, empathetic, and solution-oriented communication, even with difficult or frustrated callers.
• Escalate complex issues to supervisors when necessary, following escalation procedures.
• Ensure every contact reflects positively on the company and supports good customer relationships.

• Old HS Diploma is acceptable
• Overall 2 years contact center experience, and 1 year collections background (financial banking/telco/healthcare, etc.)
• Voice Account experience
• International outbound collections