Collections Specialist II

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Formulate and execute effective collection strategies to recover overdue accounts, surpassing set targets and performance metrics.

• Perform comprehensive research and analysis of customer accounts to gain insights into outstanding balances, delinquency history, and potential reasons for non-payment.

• Reach out proactively to customers with overdue accounts via phone calls, emails, or letters, following ethical collection practices and legal guidelines.

• Engage in effective communication with customers, showing empathy and understanding while clearly outlining collection procedures and payment options.

• Negotiate and set realistic payment plans or arrangements to recover outstanding debts, striving for a mutually beneficial resolution for both the customer and the company.

• Process customer payments (including adjustments and credits) accurately and efficiently, ensuring compliance with company policies.

• Oversee and update customer account records within the collection system or CRM, ensuring data integrity and security.

• Document all customer interactions and collection activities thoroughly and accurately for future reference and auditing purposes.

• Analyze collection data (e.g., call volume, payment rates, skip rates) to uncover trends and opportunities for enhancing collection strategies, communication methods, and overall efficiency.

• Collaborate with internal departments (e.g., legal) to ensure compliance with collection laws and regulations, escalating complex cases as necessary.

• Maintain a professional and positive attitude throughout all customer interactions, even in challenging circumstances.

• Coach and mentor junior Collection Specialists, promoting a collaborative and knowledge-sharing team atmosphere.

• Stay current on industry best practices, collection laws, and regulatory changes affecting the collections process.

⛳️ Requirements

• Associate's degree in Business Administration, Finance, or a related discipline (preferred).

• 2+ years of experience in a collections position, with a proven history of exceeding collection targets and resolving intricate accounts.

• Comprehensive understanding of collection principles, ethical collection practices, and fair debt collection laws (FDCPA).

• Exceptional communication, interpersonal, and negotiation skills, with the ability to handle sensitive conversations professionally and empathetically.

• Strong analytical and problem-solving abilities to evaluate situations and devise effective collection strategies.

• Proficient in Microsoft Office Suite (Word, Excel) and collection software.

🏝️ Benefits

• Work Setup: Remote/WAH (Bring-Your-Own-Device)

• Schedule: TBC

• Start Date: July 27, 2026 (earliest), August 3, 2026 (latest)