Location: Philippines (Remote)

Type: Contract

Working Hours: 9:00 PM – 6:00 AM Philippine Time (PHT), Tuesday - Saturday (8:00 AM - 5:00 PM in the United States - Central Standard Time). Candidates must be comfortable and available to consistently work this schedule as a condition of the role.

Role Overview

The Collections Specialist supports the day-to-day operations of the Collections team by managing inbound customer communications, assisting with case resolution, and supporting collection activities on past-due accounts.

This role is responsible for monitoring and triaging messages received through the shared Collections inbox, reviewing and categorizing incoming requests, responding to routine inquiries, and routing more complex or sensitive matters to the appropriate team member or internal department.

In addition, this role will support collection activities on assigned accounts, including customer outreach, account follow-up, documentation, and identifying reasons for delinquency. The ideal candidate is organized, detail-oriented, comfortable working in a high-volume environment, and able to consistently follow established processes.

Key Responsibilities

• Monitor the shared collections inbox and review incoming customer emails and cases.
• Categorize and prioritize inquiries based on type (billing questions, payment status, disputes, etc.), urgency and required action.
• Respond to routine customer questions using established processes, templates, and team guidance.
• Route complex, sensitive, or specialized account matters to the appropriate team member or internal department.
• Maintain accurate notes and update internal systems to track inquiries and actions taken.
• Follow established processes to ensure timely handling and resolution of inbound requests.
• Support collection efforts on assigned past-due accounts.
• Document reasons for delinquency and update account status as directed
• Follow up on payment status and outstanding customer requests.
• Perform other administrative and support tasks as needed

Qualifications

• 3+ years of experience in Accounts Receivable, Collections, Billing, customer support, or a related operational role preferred.
• Experience working with shared inboxes, case-management systems, or high-volume customer communication environments is a plus.
• Experience with NetSuite and Salesforce preferred but not required.
• Strong attention to detail and commitment to accurate documentation.
• Dependable and able to perform repetitive, process-driven responsibilities with consistency and accuracy.
• Strong written and verbal English communication skills.