Recoveries Advocate (Project-Based)
Company:
Location:Philippines
Languages:English
Seniority level:Middle
Skills:
Communication SkillsProblem SolvingCustomer serviceAttention to detailWritten communicationAdaptabilityRelationship buildingTeamworkVerbal communicationTroubleshootingActive listeningCRM
Requirements:
Fast at learning new systems and processes, comfortable in a pilot environment. Ability to communicate clearly and professionally, both verbally and in writing, with high sensitivity to customer risk profiles. Quality typing skills and ability to navigate modern web-based tools and CRM platforms efficiently. Strong decision-making and conflict resolution skills. Good work ethic and team player mindset. Willingness to work a flexible schedule.
Responsibilities:
Pilot new collection scripts and multi-call workflows for the Installments beta phase. Work directly with customers to resolve issues affecting repayments for 'Expanded Access' and 'Installments' accounts. Provide feedback and ideas on the efficiency of new customer service processes, scripts, and tools. Resolve customer concerns by clarifying issues, determining causes, explaining solutions, and following up. Build good standing relationships with customers during financial conversations. Adhere to call quality and performance standards. Escalate complex customer complaints or system issues to the Team Lead. Fulfill duties during scheduled shifts to ensure project data collection.
