Collections Specialist (Customer Care)

Compensation & Benefits:

• Salary: 31,000-36,000 pesos/monthly
• PTO
• Internet Grant (Worth 2,000 pesos)
• Performance Bonus

Key Responsibilities for the Job:

1. Customer Support and Collection Management:

• Handle inbound and outbound calls, live chats, emails, and text messages from current Spring Financial borrowers.
• Conduct negotiations for the collection of outstanding accounts with a focus on professionalism and empathy, while ensuring customer satisfaction is maintained.
• Act as the primary point of contact for all collection matters, striving to resolve overdue accounts in an efficient and effective manner.
• Find and implement the correct solution for each customer, whether its adjusting a payment date, processing an early payment, or restructuring loan terms.
• Provide excellent customer service, clearly answering questions and providing accurate information.

2. Customer Education and Retention

• Help customers understand their financial circumstances, credit files, and income, and how these relate to their borrowing options.
• Build rapport with customers, ask questions, carry on conversations, and be curious to learn more about their needs.

3. Collaboration and Problem-Solving

• Collaborate with client care team members and the sales team on individual files to find the best solutions for customers.
• Make accurate adjustments in our borrowing system based on customer interactions.

Requirements

• Collections Experience: 5 years of experience in collections, preferably in a contact center (BPO) environment.
• Customer Service Expertise: Demonstrated ability to resolve issues while maintaining a high standard of customer satisfaction.
• Sales Knowledge (Preferred): Background in sales, business development, or customer engagement is an asset.
• Comfortable using multiple applications and monitors simultaneously to manage account workflows efficiently.
• Strong active listening skills, with the ability to convey information clearly and handle challenging customer interactions effectively.
• Confident and professional demeanor when addressing sensitive topics.
• A solution-focused mindset with the ability to think critically and make accurate decisions.
• Open to feedback, with a commitment to continuous improvement and growth.

About Us:

Founded in 2014, Spring Financial has spent the last 10 years simplifying the lending process for millions of Canadians providing a wide range of solutions to effectively manage various financial circumstances. In the process, weve become the largest fintech loan originator in the country with over 80,000 monthly applicants! Today, Spring offers personal lending, credit building, mortgages & savings products, and a growing range of financial services, all of which are made available to Canadians from the comfort of their own home and without having to visit a branch! We have an ambitious roadmap that will enable us to build on our best-in-class customer acquisition and origination platform.

Our goal is to create solutions and innovative new products for our end consumers, including next-gen credit cards and other data-based fintech products. We are dynamic entrepreneurs who operate with a real sense of urgency. We have created some of the best in market products and sales processes allowing millions of Canadians to get access to financing online, via text or over the phone - all from the comfort of their own home! To learn more about our offerings please visit our website here: www.springfinancial.ca.

Recruitment Process:

• Initial Contact: Our Talent Acquisition Coordinator will reach out to you to confirm details of your experience and what you are looking for.
• Interview with Hiring Manager: If the hiring manager is interested, we will schedule an interview with department managers to discuss your suitability for the role.
• Background Check:Successful candidates will proceed to a background check, which includes verifying your work-from-home setup and identity.
• Talent Acquisition Discovery Call: We will discuss common policies and arrangements related to our work-from-home setup with you.
• Offer and Onboarding:We will then provide the necessary documents for your job offer and start the onboarding process.
• IT Setup: Finally, we will then schedule a call with our Technical Team to setup your computer making sure youre all setup for your first day

Information :

• Company : Spring Financial Inc.
• Position : Collections Specialist (Customer Care)
• Location : Remote
• Country : PH