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Lead Credit & Collections Representative

Location Quezon City, フィリピン Job Id R-01278425 Job Type フルタイム Category ファイナンス Remote ハイブリッド
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JOB DESCRIPTION

Work Schedule

First Shift (Days)

Environmental Conditions

Office

Job Description

Position Summary:

The Lead Credit & Collections Representative will coordinate debt collection and credit limit management for a group of customers. This role involves managing credit from start to finish, including order holds and decision-making. You will be the main point of contact, leading conference calls to resolve disputes, non-payment issues, and account reconciliation with collaborators.

This role requires a candidate with outstanding rapport-building abilities, flawless communication skills, and a passion for achieving critical metrics in a dynamic environment.

Responsibilities:

  • Perform checks and evaluate credit limits on new and existing customer accounts within the designated portfolio in line with company policy.
  • Carry out necessary procedures to place accounts on hold, ensuring timely release of orders upon receipt of payment.
  • Liaise with other departments to communicate credit hold or block decisions.
  • Update core systems to accurately reflect credit limits and hold status.
  • Proactively contact customers to ensure invoice processing and timely payments.
  • Plan and prioritize customer calls to improve collections on the largest open invoices.
  • Review customer accounts regularly and determine when accounts should be placed on hold.
  • Log, monitor, and coordinate customer complaints for timely resolution.
  • Lead internal and external customer meetings to resolve issues related to disputes, non-payment, or account reconciliation.
  • Allocate credits in consultation with relevant teams.
  • Consistently meet assigned targets and fulfill Service Level Agreements (SLAs).
  • Ensure collection software is updated with actions taken, follow-ups needed, and dispute reporting.
  • Perform tasks in accordance with company policies and Sarbanes-Oxley requirements.
  • Assist the cash application team and support e-invoicing processes as needed.
  • Train and mentor new employees in the Order-to-Cash (OtC) department.
  • Build and update process documentation and training materials.
  • Participate actively in departmental or cross-functional projects.
  • Act as backup or blocking issue point for the Line Manager.
  • Support Internal and External Audit testing procedures.
  • Perform additional duties as assigned by the Line Manager.

Skills & Qualifications Required:

  • Effective and confident communication skills for successful customer negotiations.
  • Proven attention to detail and accuracy.
  • Proficiency in collaborating with a wide range of people to achieve common goals.
  • Ability to work independently to address complex issues and handle customer concerns.
  • Comfortable in a fast-paced environment.
  • Strong organizational and time management skills.
  • Problem-solving and analytical ability.
  • Good judgment and decision-making skills.
  • Willingness to train and mentor newcomers.
  • Good understanding of process improvement methodology.
  • Detailed understanding of relevant accounting systems and credit & collections processes.

Qualifications and Experience:

  • Skilled in English.
  • University or College degree.
  • Proficiency in Microsoft Office software (Outlook, Excel, etc.).
  • Previous +3 years of work experience in Shared Service Centers in a similar role.
  • Proven experience with ERP systems (SAP, Oracle, JD Edwards, etc.).
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