Collections Supervisor
- Compensation
- Not disclosed
- Location
- Taguig City
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 2+ years
- Category
- Not specified
- Posted
Skills
Must have
- Bachelor's degree in Business Administration, Finance, or a related field.
- Minimum of 2-4 years of experience in collections management, team leadership and customer services.
- Proficiency in using collection management softwares and tools, as well as Google or MS Office Suite (Excel, Word, PowerPoint). Proficiency in SQL for data analysis and reporting is a plus.
- Knowledge of credit reporting procedures and compliance standards.
- Strong analytical skills with experience in performance measurement and strategy evaluation.
- Excellent organizational and problem-solving abilities, along with the capability to collaborate seamlessly with both internal teams and external agencies.
- Knowledge of how to give proper feedback and coaching. Work in team and under pressure
- Ability to demonstrate empathy and a supportive attitude when communicating with our clients, as well as a strong ability to communicate assertively, either orally and in writing.
Full description
About PayJoy
PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.
This role
The Collections Supervisor is responsible for streamlining and improving the efficiency of the company's collections process, through a team that directly impacts the financial health of the business; by ensuring that the company recovers its outstanding accounts, thus ensuring the liquidity necessary to maintain its operations and facilitate its expansion, maintaining a healthy portfolio and focusing efforts on preventive management, recovering as many outstanding debts as possible, and obtaining payments without violating the collection laws and regulations in force in the country.
Responsibilities
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Manage early-stage delinquency accounts: Design and execute the strategy for loans between 1 and 15 days past due using digital communication channels and managing the internal collections team to prevent further delinquency and efficiently recover outstanding amounts.
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Operational execution and data handling: Execute and manage manual operational processes required for collections execution, including preparation, validation, upload and delivery of portfolio files to external collection agencies, as well as manual triggering and monitoring of SMS and push notification campaigns through internal systems, ensuring accuracy, timeliness and compliance.
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Coaching and follow-up based on QA evaluations: applying corrective actions, reinforcing best practices, and conducting regular performance conversations (complementing the QA and Training teams, not replacing them).
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Cross-functional collaboration: acting as the main point of contact with Quality, Training, Product, CX, Engineering,, Data, Legal, Marketing and Finance to resolve issues and improve processes.
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Continuous improvement on the operational level: identifying bottlenecks in workflows, suggesting improvements to scripts and processes, documenting changes and ensuring updates are adopted by the team.