Collection Agent

About the role

We are seeking a dedicated and professional Collection Agent to join the IAN SMART ENERGY CORP team in Quezon City, Metro Manila. This is a full-time position that plays a vital role in our customer service operations. As a Collection Agent, you will be responsible for managing outstanding accounts, communicating with customers, and ensuring timely payment collection. This role is fundamental to maintaining healthy cash flow and customer relationships for our organisation.

What you'll be doing

• Contact customers via telephone, email and written correspondence to discuss outstanding balances and payment arrangements
• Negotiate payment plans and settlements with customers to resolve delinquent accounts
• Record and update customer account information, payment details and collection activities in company systems
• Follow company collection policies and procedures whilst maintaining compliance with relevant regulations
• Identify and escalate complex or high-value accounts to senior management as required
• Prepare accurate collection reports and documentation for management review
• Maintain professional and courteous communication with customers at all times, even in difficult situations
• Process payments received from customers and reconcile accounts
• Work towards individual and team collection targets and performance metrics
• Collaborate with other departments to resolve billing disputes and discrepancies

What we're looking for

• High school diploma or equivalent (college degree in business or communications is a plus)
• Previous experience in a call center, collection agency, or customer service environment
• Strong communication skills, both verbal and written, with the ability to remain professional in challenging situations
• Excellent listening skills and the ability to negotiate tactfully with customers
• Proficiency in using computer systems, databases and Microsoft Office applications
• Ability to multi-task, prioritise workload and meet performance targets under pressure
• Sound knowledge of debt collection practices and relevant regulations
• Strong attention to detail and organisational skills
• Reliability, punctuality and a professional approach to work
• Ability to work independently and as part of a team in a fast-paced environment
• Fluency in English and Filipino; multilingual ability is preferred