A financial technology company is looking to hire a Customer Service Representative. You will respond to customer inquiries via telephone, email, SMS, and chat to provide problem resolution in accordance with the organization's service standards. You will also receive and/or place telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. This is pure customer service, inbound calls, no upselling.

KEY RESPONSIBILITIES:

You will:

• Answer customer telephone inquiries, orders, service needs, and complaints, respond where applicable, or direct to technical/service areas.

• Maintain detailed and current knowledge of the company's/assigned client's products and services.

• Analyze customer service needs for communication to service and technical departments, when applicable.

• Requires the ability to navigate a computerized data entry system or other relevant applications.

QUALIFICATIONS

• Minimum High School Graduate with 6 months of BPO experience

• Open for any College Fresh Graduates

• With Good Communication Skills.

• Candidate must be flexible to work at any shift/graveyard

Shift Schedule: Night shift

Location: Vertis North, Quezon City

KEY RESPONSIBILITIES:

You will:

• Team Management
  • Supervise and lead a team of field collectors to achieve collection targets.
  • Monitor daily field activities and ensure proper route planning and productivity.
  • Conduct regular performance reviews and coaching sessions.
• Target Achievement
  • Ensure monthly and weekly cash collection and visit ratio targets are met.
  • Assist in strategizing collection efforts for hard-to-collect accounts.
  • Monitor performance per bucket.
• Compliance & Quality Control
  • Ensure adherence to company policies and code of conduct.
  • Review and validate visit reports, proofs of visits, and customer engagements.
  • Report any suspicious activity or performance red flags.
• Operational Support
  • Provide support during customer escalations and sensitive accounts.
  • Coordinate with other departments like Legal, Verification, and HR for aligned actions.
  • Handle collector scheduling, route optimization, and manpower assignments.
• Reporting & Monitoring
  • Submit regular reports on collection performance, visit ratios, and field challenges.
  • Track absenteeism, visit efficiency, and visit-to-collection conversion rates.
  • Recommend disciplinary action if needed based on verified performance issues.
• Field Engagement
  • Conduct random spot checks or accompany field collectors during high-risk visits.
  • Validate addresses or field issues especially in skip tracing or legal-served accounts.

QUALIFICATIONS

• Bachelor’s degree preferred or equivalent work experience.
• At least 2–3 years of experience in field collection or supervisory role.
• Strong leadership and people management.
• Knowledge of collections processes and skip tracing.
• Familiar with route planning, GPS tracking, and reporting tools.
• Ability to handle conflict and customer resistance in the field.
• Basic data analysis and Excel reporting.
• Must have a valid driver’s license and can travel as needed.
• Familiarity with local geography or assigned areas is a plus.
• High integrity and ability to handle confidential information responsibly.

Shift Schedule: Day shift

Location: Mandaluyong City

KEY RESPONSIBILITIES:

You will:

• Performance Management & KPI Monitoring
  • Ensure the team meets 100% of assigned cash collection targets through effective monitoring and coaching.
  • Track and maintain QC Score and Overall QC Compliance by reviewing call audits and compliance reports.
  • Monitor Kept PTP from Contacts to ensure promises made during calls are fulfilled.
  • Maintain After Call Work (ACW) below 10 seconds to optimize efficiency and reduce idle time.
  • Ensure Attendance Rate across the team.
• Dialer System Oversight
  • Manage and monitor the PDS Dialer system to ensure smooth call flow.
  • Check Lost Call and take corrective actions to minimize call failures.
  • Monitor agent statuses (like, ACW/Post-processing, Idle time) and intervene when necessary to maintain productivity.
• Quality & Compliance
  • Conduct regular coaching sessions and ensure at least 60% improvement among previously non-compliant agents.
  • Validate argument compliance and effective arguments based on QC standards.
  • Investigate and escalate any fraud triggers such as call manipulation or misreporting.
• Reporting & Analysis
  • Prepare daily/weekly reports on cash collection performance, QC scores, dialer metrics, and agent productivity.
  • Analyze trends in lost calls, contact rates, and PTP kept rates to identify improvement areas.
• Team Leadership
  • Provide real-time support to agents during calls.
  • Collaborate with QC Team for audits and feedback implementation.
  • Ensure proper attendance tracking, adherence to schedules, and compliance with company policies.
• Issue Resolution
  • Act as the first escalation point for call-related issues.
  • Coordinate with Telephony/IT teams for dialer or connectivity problems, and any other issues that blocking the work
•  

QUALIFICATIONS:

• Bachelor’s degree preferred or equivalent work experience.
• 3-4+ years in collections or call center operations.
• 3+ years in a supervisory or leadership role.
• Hands-on experience with PDS Dialer or similar outbound dialer systems.
• Familiarity with telephony dashboards, QA/QC tools, and reporting software.
• Must speak and communicate effectively in English (verbal and written)
• Strong personality, able to lead, enforce standards, and drive accountability.
• Can work under pressure, handles high-volume, time-sensitive situations calmly.
• Analytical skills for KPI monitoring and trend analysis.
• Coaching and mentoring ability.
• Compliance and quality-focused mindset.
• Experience in dialer optimization and traffic management.
• Knowledge of fraud detection and prevention in call operations.
• Proficiency in Excel or data visualization tools.

Shift Schedule: Day shift

Location: Mandaluyong City

KEY RESPONSIBILITIES 
You will: 

• Identify and win new opportunities with banks, fintechs, issuers, acquirers, PSPs, and
  payment ecosystem players.
• Build and manage a healthy sales pipeline across APAC.
• Lead opportunities from prospecting through proposal, negotiation, and close.
• Build senior relationships with decision-makers across banking and payments.
• Develop partnerships with schemes, consultants, and ecosystem partners.
• Grow relationships with existing company's clients.
• Understand client needs around issuing, acquiring, modernization, payments infrastructure, and expansion.
• Position the company's solutions and managed services.
• Coordinate internal teams across product, delivery, and leadership
• Support go-to-market strategy across priority APAC markets.
• Provide market intelligence on competitors, trends, pricing, and opportunities.
• Represent the company at industry events and client meetings

QUALIFICATIONS & REQUIREMENTS: 

• A bachelor's degree
• 4+ years experience in B2B sales / business development.
• Strong experience in payments, fintech, banking, or financial services.
• Proven experience selling enterprise SaaS, software platforms, or technology solutions.
• Existing network across banks / fintechs in APAC or Southeast Asia.
• Strong communication, presentation, and negotiation skills.\
• Self-starter who can build markets independently

 Work Schedule: Dayshift (8am-5pm) - but must be open to shifting schedule 

Work Setup: Hybrid (3x onsite per week)

Locations: BGC