Call Center Agent (Collections Specialist) | On-site

About Us:

Welcome to EastWest BPO, where we've been experiencing phenomenal growth since 2009 and we're thrilled to share our excitement for what's to come! We've expanded from a single location to four, including two domestic offices in Ortigas Pasig and San Fernando, Pampanga, as well as two international offices in Virginia and Atlantic City and we've earned over 50 loyal clients across multiple industries. And the best part? All of this growth has come from client referrals and word-of-mouth recommendations alone, without any need for marketing or advertising. We value career growth and have seen many of our employees climb the ranks.

Discover exciting possibilities that await you at EastWest BPO! Join the #EastWestBPOfamily!
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Job Description:

As a Collections Specialist, you will play a crucial role in our organization by assisting in the recovery of outstanding debts from customers. You will utilize your excellent communication skills, empathy, and negotiation abilities to establish positive rapport with customers and work towards mutually beneficial solutions.

Qualifications:

• Minimum of 6 months of experience in collections or billing is required.
• High school diploma or equivalent; college degree is a plus.
• Strong understanding of billing and collection processes.
• Outstanding communication and interpersonal skills.
• Ability to handle difficult customer interactions with empathy and professionalism.
• Excellent negotiation and problem-solving skills.
• Strong attention to detail and organizational skills.
• Proficiency in using computer systems and familiarity with collection software.
• Goal-oriented with a strong desire to achieve targets.
• Ability to work in a fast-paced and team-oriented environment.

Requirements:

• On-site | San Fernando, Pampanga
• Full-time Graveyard Shift
• 5 days a week, 2 days off, rdot when needed
• Salary for this position will depend on the candidate's level of qualifications and experience.
• For permanent position.
• Not presently employed by another company.

Responsibilities:

• Customer Contact: Initiate contact with customers who have overdue accounts through inbound and outbound calls.
• Account Analysis: Review and analyze customer accounts to understand the status, outstanding balances, and reasons for non-payment.
• Negotiation: Engage in professional and empathetic negotiations to collect outstanding debts while maintaining customer satisfaction.
• Payment Processing: Process payments and set up payment arrangements as appropriate, adhering to company policies and procedures.
• Documentation: Maintain accurate and detailed records of customer interactions, payment agreements, and relevant information in the database.
• Compliance: Ensure full compliance with all state and federal regulations, as well as company policies, in the collections process.
• Customer Service: Provide exceptional customer service by addressing customer inquiries, resolving issues, and offering solutions to prevent future delinquencies.
• Reporting: Generate and submit regular reports on collections activities and account statuses to the management team.
• Training: Stay updated on industry trends, company policies, and collection techniques through ongoing training and development programs.
• Targets and Goals: Meet or exceed monthly and quarterly collection targets while maintaining a high level of professionalism.

Disclaimer:

• This job description is not intended to be all-inclusive. The employee may perform other related duties as negotiated to meet the ongoing needs of the company. Management reserves the right to modify, add, or remove duties as necessary.