Collections specialist (hybrid set up)ConnectOS

Job Description:
The Role
The purpose of this role is to provide collections support to the Service Manager to ensure the mitigation of adverse risk through the collections process, increase cash flow and ensure bad debt is mitigated in line with policy. This role will focus on key collections strategies and performance capabilities to assist in the reduction of outstanding debts. It will provide recommendations and assistance in the delivery of projects to enhance the collections and recoveries functions. Furthermore, this role will be responsible for assisting, developing and implementing the future vision for collections and recoveries that not only delivers greater cash flow/reduces bad debt, but also aligns to goals in reducing churn, risk and re-work.
SpecificAccountabilities
Maximize collections and recovery strategies within an assigned portfolio and work collaboratively with peers on actions to deliver positive results;
Maintain the quality of actions on accounts in line with policies and procedures, industry codes of conduct, legislation and other relevant laws;
Evaluate Customers' intent and/or ability to pay. Negotiate debt payment/settlements in line with customer and business needs by taking into account any adverse risks to the business and limiting exposure where possible;
Ensure all files are actioned in an efficient and timely manner whilst delivering exceptional customer experiences;
Assist the Service Manager in the preparation and analysis of files within strict and at times demanding timeframes, to ensure the appropriate strategic management plan can be determined and implemented;
Accurately document, monitor and evaluate payments and settlements whilst also raising disputes/claims in a timely manner;
Adhere to collection treatment streams as directed by the Collections Policy;
Identify and manage sensitive and challenging issues on customers' accounts diligently and effectively to ensure a positive outcome;
Evaluate and make recommendations using analytical insights to drive treatment stream improvements whilst balancing business impacts;
Work with risk management to identify current and potential operational risks and develop suitable mitigation/prevention strategies in conjunction with peers;
Identify and recommend productivity initiatives capable of driving down cost to serve, cost to collect and reduce recovery expenses;
Maintain a knowledge and understanding of relevant legislation, including Credit principles, Civil procedure rules Nationally, Bankruptcy and Corporations Acts, Privacy Act, AML/CTF Act and any other legislative requirements;
Ensure collection policies and delegations are adhered to by all stakeholders across the business;
Develop strategic relationships with third party organizations that provide services around, but not limited to, sale of debt, legal advice and insolvency;
Make collections and recovery decisions that maximize recovery whilst managing the risk of exposure;
Negotiate complex disputes with customers to ensure best outcomes whilst mitigating exposure;
Locate customers and assets using lawful and fair means;
Recommend action to recover debts by providing review insights to assist with determining the best method of recovery whilst reducing business risk;
Manage end to end insolvency matters including the ability to effectively complete all necessary paperwork and converse with insolvency practitioners in a professional manner
Contribute to team cohesiveness and positive culture
Requirements:
5+ years' in a fast-paced Collections and Recoveries environment;
Demonstrated background in successful debt collection, mercantile and legal recoveries across a range of debt profiles
Understanding of the ACCC & ASIC Debt Collection Guidelines
Knowledge of business principles, financial arrangements and legal obligations of consumer business.
Understanding of financial statements and cash flow analysis
Demonstrated strategic thinking, planning and implementation skills
Exceptional negotiation and stakeholder management (internal and external)
Influential people leader with capability to drive performance and results
Project and change management
Customer service/experience and results
Advanced PC skills - including a high level of proficiency in Excel
Data analysis (e.g. ATB) and reporting
Demonstrated ability to identify issues, develop solutions and monitor outcomes (Incident management experience preferable)
Continuous improvement focus
Ability to prioritise and manage multiple accounts, projects and tasks simultaneously
Demonstrate high level of ethical commitment and trustworthiness
Excellent written and verbal communication skills
Benefits:
HMO on Day 1
Hybrid Set Up (Mon and Fri - WFH; Tues to Thurs - Office)
Fixed Dayshift Schedule
SL/VLs
Paid Government Mandated Benefits (SSS, PHIC, Pag-IBIG)
Equipment provided
Work-life balance
ConnectOS

Mandaluyong City, Metro Manila
Permanent
Full-time