Posted Date: 23-Jan-2018 | Closing Date: 22-Feb-2018
Job Overview
Region Province: NCR, Metro Manila
City: Taguig City
Industry: Call Center / IT-Enabled Services / BPO
Employment Type: Permanent
Position Level: 1-4 Years Experience Employee
Monthly Salary: 21,000 - 30,000
Specialization: Customer Service
Educational Attainment: Vocational Diploma / Short Course Certificate
Work Experience: 1 year
Preferred Age: 21 - 50
Preferred Gender: None
Office Location
  Bonifacio One Technology Tower, Rizal Drive, Taguig, NCR, Philippines

Job Responsibilities

Not Specified

Job Requirements

  • Collect money thru effective negotiation and relationship building skills
  • Must be able to retain training concepts through a 3-4 week training program and apply all concepts when starting on the production floor
  • Intermediate math capabilities to analyze, adjust, and communicate to the customer billing information and different payment options
  • Ability to communicate in a clear and effective manner with the customer
  • Effectively adapt to customer situations, including listening skills, ability to empathize, and provide alternative solutions to help resolve the customers issue
  • Problem solving skills to identify root cause to accurately recommend solutions
  • Effective negotiation and ability to overcome customer objections
  • Able to work flexible work schedule, required weekends and holidays as neede
  • Achieve the schedule adherence and compliance expectations
  • Meet productivity and call quality standards as set by the business
  • Accurately follow VAIG (Verifying All Information Good) and Bad Phone Process
  • Ability to demonstrate an understanding and adhere to FDCPA requirements
  • Dispute resolution and customer escalation process to be followed consistently
  • Set daily goals with assistance of supervisor
  • Adhere to all guidelines and requirements as set forth by individual clients
  • Achieve different Key Performance Metrics as determined by the operations management team
  • The Company reserves the right to change or assign other duties to this position as appropriate.

 

Definition of Success in this position:

  • Excellent at building customer relationships and creates a good customer experience thru the collections process
  • Attention to detail
  • Effective negotiation skills
  • Team player
  • Ability to be coached and apply coaching feedback
  • Willingness to learn and help others
  • Math skills to determine billing answers and payment options
  • Tolerance for repetitive work
  • Successfully demonstrates the ability to work in a fast paced environment
  • Able to adapt to frequent change
  • Successful compliance related to attendance requirements and work schedule adherence. 
  • Positive attitude with the ability to remain calm in stressful situations
  • Flexible to schedule changes 

Others

KEY PERFORMANCE INDICATORS

 

  1. Collection Activity
  2. Effectiveness Measures
    • Conversion Rate (PTP - Promise to Pay %)
    • Payment Kept Rate %
    • Average Payment Size
    • AHT
    • Productivity
    • Call Quality and Compliance Standards
    • Audit Performance (Internal / External)


A.                EDUCATION AND EXPERIENCE PREFERENCES

  •  Graduate of any 4 year college degree required
  • 6 months - 1 year of BPO call center collections, customer service or telemarketing experience preferred
  • Bilingual skills will be required of some applicants.  Bilingual collectors are required to speak and write fluently in the Spanish and English languages.
  • Fluent with verbal and written English communication