Collections Specialist II

SupportNinja

Collections Specialist II responsible for recovering past-due accounts in remote call center. Develops strategies for collections while ensuring customer compliance and satisfaction.

Posted 7/4/2026full-timeRemote • 🇵🇭 PhilippinesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Develop and implement effective collection strategies to recover delinquent accounts, exceeding established targets and performance metrics.
Conduct thorough research and analysis of customer accounts to understand outstanding balances, delinquency history, and potential reasons for non-payment.
Proactively contact customers with past-due accounts through phone calls, emails, or letters, adhering to ethical collection practices and legal regulations.
Communicate effectively with customers, demonstrating empathy and understanding while clearly explaining collection procedures and payment options.
Negotiate and establish realistic payment plans or arrangements to recover outstanding debts, aiming for a win-win resolution for both the customer and the company.
Process customer payments (including adjustments and credits) with accuracy and efficiency, ensuring adherence to company policies.
Manage and update customer account records within the collection system or CRM, maintaining data integrity and security.
Document all customer interactions and collection activities thoroughly and accurately for future reference and audit purposes.
Analyze collection data (e.g., call volume, payment rates, skip rates) to identify trends and opportunities for improvement in collection strategies, communication approaches, and overall efficiency.
Collaborate with internal departments (e.g., legal) to ensure adherence to collection laws and regulations, and escalate complex cases as needed.
Maintain a professional and positive demeanor throughout all customer interactions, even in challenging situations.
Coach and mentor junior Collection Specialists, fostering a collaborative and knowledge-sharing team environment.
Stay up-to-date on industry best practices, collection laws, and regulatory changes impacting the collections process.

Requirements

What you’ll need

Associate's degree in Business Administration, Finance, or a related field (preferred).
2+ years of experience in a collections role, with a proven track record of exceeding collection targets and resolving complex accounts.
In-depth understanding of collection principles, ethical collection practices, and fair debt collection laws (FDCPA).
Excellent communication, interpersonal, and negotiation skills with the ability to navigate sensitive conversations professionally and with empathy.
Strong analytical and problem-solving skills to assess situations and develop effective collection strategies.
Proficient in Microsoft Office Suite (Word, Excel) and collection software.

Benefits

Comp & perks

Work Setup: Remote/WAH (Bring-Your-Own-Device)
Schedule: TBC
Start Date: July 27, 2026 (earliest), August 3, 2026 (latest)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Collections PrinciplesPayment ProcessingAccount ManagementProblem-SolvingPerformance Metrics

Soft Skills

Effective CommunicationEmpathyInterpersonal SkillsCoachingTeam Collaboration