Salary commensurate with qualifications and experience, offering a competitive compensation package.
A competitive monthly remuneration package of ₱80,000 is offered for this position.
If you meet or exceed monthly key performance indicators, you’ll be eligible for a performance bonus exceeding $20,000.
Job Summary
Flex is looking for a proactive, results-oriented, and customer-centric Collections Officer to oversee delinquent Buy Now Pay Later (BNPL) accounts and enhance repayment recovery initiatives. The successful applicant will engage with customers professionally, negotiate structured repayment arrangements, minimize delinquency rates, and secure prompt recovery of outstanding balances—all while upholding a positive customer experience.
The Collections Officer will be instrumental in reducing financial risk, enhancing portfolio performance, and driving the expansion of the BNPL business.
Oversee and execute critical duties encompassing project management, team leadership, and operational efficiency to drive organizational success. Develop and implement strategic initiatives that align with company objectives while ensuring adherence to industry regulations and best practices. Foster a collaborative work environment by mentoring team members, delegating tasks, and promoting professional growth opportunities. Monitor performance metrics, analyze data trends, and present actionable insights to senior leadership to optimize workflows and enhance productivity. Collaborate cross-functionally to streamline processes, resolve complex challenges, and achieve departmental and company-wide goals.
Reach out to customers who have missed scheduled Buy Now, Pay Later (BNPL) repayment deadlines through multiple communication channels, including telephone, text messaging, WhatsApp, and email.
Consistently track and pursue delinquent accounts to guarantee prompt repayments.
Craft individualized repayment solutions in collaboration with customers, taking into account their unique financial circumstances.
Consistently meet or exceed the established recovery and collection performance objectives.
Uphold a professional demeanor and demonstrate empathy in all customer engagements to ensure positive experiences and maintain strong relationships.
Provide customers with clear guidance regarding their repayment responsibilities and the potential repercussions of failing to meet these obligations.
Address customer inquiries regarding repayment concerns and elevate intricate cases to higher-level support for resolution.
Track repayment timelines with precision and proactively flag accounts exhibiting elevated risk factors before they escalate.
Accurately document all customer interactions and agreed-upon payment arrangements to ensure comprehensive record-keeping.
Compile comprehensive daily and weekly collection reports for thorough review and analysis.
Ensure that all collection activities fully adhere to established company policies as well as applicable regulatory guidelines.
Maintain the confidentiality and professionalism of customer data at all times.
Ensure strict adherence to established escalation and recovery protocols.
Collaborate effectively with the Credit Risk, Customer Service, and Operations departments to foster seamless coordination and alignment of objectives.
Analyze customer behavior patterns and identify challenges related to repayment, offering actionable insights based on findings.
Key Performance Indicators (KPIs) are measurable values that demonstrate how effectively an individual or team is achieving key business objectives, providing clear insights into performance levels against predetermined targets. These indicators serve as critical benchmarks for evaluating progress, identifying areas of improvement, and ensuring alignment with organizational goals, thereby facilitating data-driven decision-making and continuous performance enhancement.
Achieving a high recovery rate serves as a primary objective, requiring consistent monitoring of performance metrics and strategic adjustments to optimize outcomes. This role entails assessing progress against established targets, identifying deviations, and implementing targeted interventions to enhance efficiency and effectiveness. Responsibilities include analyzing data to pinpoint trends, collaborating with cross-functional teams to address gaps, and reporting results to stakeholders to ensure transparency and accountability. Proficiency in data-driven decision-making is essential, along with the ability to adapt processes based on evolving priorities and feedback.
Maintaining current accounts receivable to ensure timely payments and minimize outstanding balances is a key responsibility. This involves proactive monitoring of client accounts to identify and address any overdue balances promptly. Implementing effective follow-up procedures with delinquent accounts is essential to reduce overdue payments and improve cash flow. Additionally, collaborating with sales and customer service teams to resolve payment discrepancies and establish payment plans may be required. Strong communication skills and attention to detail are necessary to track account statuses and communicate effectively with clients regarding payment statuses and resolutions.
We are seeking a highly motivated individual to enhance our promise-to-pay conversion rate. The ideal candidate will possess strong analytical skills and a proven track record in financial operations, specifically in collections or accounts receivable. Key responsibilities include analyzing payment trends, identifying inefficiencies, and implementing targeted strategies to improve recovery rates. Experience with data-driven decision-making and proficiency in financial software are essential requirements for this role. The successful applicant will collaborate with cross-functional teams to streamline processes and drive measurable improvements in our financial performance.
Handle a specified volume of outbound calls daily, ensuring prompt and consistent follow-up with prospects and clients to meet established targets.
We are seeking a skilled professional to enhance our customer engagement initiatives by ensuring consistently high-quality interactions and service excellence. The ideal candidate will focus on maintaining and improving customer satisfaction through effective communication, problem resolution, and proactive support. Responsibilities include monitoring customer feedback, analyzing engagement metrics, and implementing strategies to strengthen relationships and loyalty. Proficiency in customer relationship management tools and a strong understanding of service best practices are required. A commitment to delivering exceptional experiences and driving continuous improvement is essential.
Ensuring strict adherence to regulatory standards and internal policies is essential to maintaining operational integrity and mitigating risk. This role requires a meticulous approach to monitoring, evaluating, and implementing compliance frameworks across all organizational activities. Key responsibilities include conducting regular audits, assessing potential risks, and providing actionable recommendations to senior leadership. Proficiency in regulatory guidelines, attention to detail, and the ability to interpret complex requirements are critical qualifications. Strong communication skills are necessary to collaborate with cross-functional teams and ensure consistent enforcement of compliance measures throughout the organization.
Requirements
Holds a minimum of a bachelor’s degree in a relevant field, such as business administration, finance, or a related discipline, from an accredited institution.
A minimum of an OND, HND, or Bachelor’s Degree in any field is required.
With a proven track record in the field, candidates should possess hands-on experience relevant to the role’s core responsibilities. Familiarity with industry-standard tools, methodologies, or frameworks is essential, as is the ability to apply theoretical knowledge in practical settings. Prior involvement in similar projects or initiatives will be highly valued, demonstrating adaptability and problem-solving capabilities in dynamic environments. A minimum of [X] years of professional experience in a comparable capacity is typically required to ensure competence and readiness for the position’s challenges.
1–2 years of experience in collections, customer service, telesales, or loan recovery is highly beneficial.
Fintech, lending, or buy now, pay later (BNPL) operational experience is considered advantageous.
Demonstrates proficiency in a range of technical and interpersonal skills essential for success in the role, including strong problem-solving abilities, adaptability to dynamic environments, and effective communication with stakeholders at all levels. Exhibits a keen attention to detail, analytical thinking, and the capacity to prioritize tasks efficiently while maintaining high standards of accuracy and quality. Requires a collaborative mindset, leadership potential, and the ability to work both independently and as part of a team to achieve organizational goals. Familiarity with industry-specific tools, methodologies, and best practices is expected, along with a commitment to continuous learning and professional growth. Must adhere to ethical standards, demonstrate accountability, and contribute to a positive and inclusive work culture.
Exceptional ability to communicate clearly and effectively, coupled with adept negotiation capabilities, is essential for this role.
Demonstrates strong skills in negotiation and effectively resolving disputes.
Capable of thriving in high-pressure environments while consistently achieving established goals and deadlines.
Proficient in Microsoft Excel and reporting tools is required.
Exhibits unwavering integrity and maintains the highest standards of professionalism in all interactions and responsibilities.
Maintains exceptional phone etiquette and demonstrates superior customer service skills when managing calls.
We are seeking a highly qualified professional who embodies excellence and demonstrates the following qualifications and experience. The ideal candidate will possess a solid background in the relevant field, complemented by a proven track record of success in similar roles. Strong analytical, communication, and problem-solving skills are essential, along with the ability to work effectively both independently and collaboratively within a team. Experience with industry-specific tools, methodologies, and best practices is highly desirable. The candidate must meet all educational and certification requirements and be capable of fulfilling the outlined responsibilities with precision and efficiency.
The successful applicant demonstrates confidence, resilience, and a strong focus on targets while upholding professionalism, even when handling challenging customer interactions. Individuals who exhibit self-driven motivation and a genuine enthusiasm for financial services and customer relations will excel in this position.
Qualifications
BA/BSc/HND , OND
Experience Required
1 - 2 years
