Billing and Collection Specialist, Taguig

Role Overview

As Collections Admin Support, you will be the primary liaison between our customers and our financial goals. You are not just "collecting payments"you are a problem solver. Using your expertise in non-voice communication (Chat & Email), you will guide customers through their financial challenges by offering tailored payment solutions that help them stay on track while ensuring our business remains healthy.

Key Responsibilities

• Manage high volume of customer interactions via chat and email, ensuring each response is empathetic yet professional.
• Proactively offer and negotiate flexible payment options to help customers resolve their outstanding balances.
• Use your persuasion skills to educate customers on the importance of timely payments and convince them to commit to a sustainable payment plan.
• Maintain accurate records of all digital conversations and payment agreements to ensure a seamless experience for the customer and the team.
• Work closely with the Collections Lead to identify common customer "pain points" and suggest ways to improve our messaging templates.

Qualifications & Competencies

Essentials (Must-haves):

• At least 12 years of experience in a Customer Support or Collections role, with a proven track record of handling difficult conversations.
• Exceptional written English skills; you can explain complex payment terms in simple, easy-to-understand chat or email messages.
• You have a natural talent for persuasion. You can quickly understand a customer's situation and offer the right payment plan to reach a fair agreement.
• Comfortable navigating tools and multiple chat windows simultaneously without losing focus on quality.

Advantageous (Nice-to-haves):

• Experience in the FinTech or Banking industry.
• Familiarity with local debt collection regulations and fair-collection practices.
• Previous experience in a "Non-Voice" role specifically focused on financial recovery.

Work Setup: Hybrid (2x onsite per week)

Work Schedule: Dayshift fixed weekends off

Work Location: Taguig City