Collections Associate

About GoTyme

GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme’s globally proven digital banking technology and hands-on experience building South Africa’s leading digital bank, TymeBank, one of the fastest-growing digital banks in the world today.

At GoTyme, we have embarked on a journey to democratize financial services and bring next-level banking to the Philippines. We seek individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.

About the role

The Collections Specialist will be responsible for assisting customers in managing their delinquency by understanding their financial situation and providing appropriate solutions. Engage with customers through various communication channels to offer guidance on repayment options , educate on delinquency and help them regain financial stability. This role involves balancing effective collections with empathy, ensuring a positive customer experience while minimizing risk for the company.

• Customer Engagement – Initiate contact with delinquent customers through calls, emails, and messages to provide payment assistance.
• Digital Collections – Leverage digital channels such as SMS, email, and chat to remind customers of outstanding balances and repayment options.
• Delinquency and Collections Journey Education – Educate customers on the impact of delinquency and guide them through repayment solutions to maintain a good credit standing.
• Effective Payment Negotiation – Understand customers' financial situations and negotiate feasible payment arrangements that work for both parties.
• Payment Tracking and Follow-Through – Monitor customer commitments, follow up on agreed payments, and ensure timely resolution of overdue accounts.

Must Haves

• At least 2 years of Collections experience
• Background in Call Center or Collections (voice or digital)
  
• Communication: Clear, professional interaction with customers via calls, emails, and messages
• Negotiation: Ability to understand customer situations and reach suitable payment agreements
• Problem-Solving: Capable of assessing delinquency issues and offering effective solutions
• Customer Service: Empathetic, solution-focused support while maintaining professionalism
• Basic MS Office: Proficient in Excel, Word, and Outlook for documentation, tracking, and communication