Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.
Job Summary
This job plays a critical role in managing the collections process, ensuring accounts receive timely and appropriate action. It involves interacting with customers to resolve delinquencies, providing clear billing explanations, and maintaining account accuracy. The role is pivotal in upholding the company's commitment to customer experience while adhering to established collection guidelines and policies.
Job Description
Responsibilities:
- Utilizing a comprehensive understanding of the collections timeline to guide effective decision-making
- Communicating with customers in real-time via chat to resolve inquiries and facilitate collections
- Liaising between internal and external customers on a range of collections-related topics, including bankruptcy and credit disputes
- Engaging with customers through outbound and inbound contact to address and resolve significant delinquencies
- Investigating accounts to determine the root causes of delinquency and implementing suitable actions
- Crediting accounts for specific resolutions such as debt amnesty and unauthorized charges
- Explaining billing details to customers to ensure understanding and resolution of any discrepancies
- Managing the processing of disconnections and scheduling of payments for accounts with overdue balances
- Calculating and conveying fees and charges to customers accurately
- Multitasking with various systems to resolve customer issues and respond to escalations promptly
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Requirements:
- Must have at least 1-2 years of experience in Accounts Receivable or Credit and Collections
- Must have Customer Service / Customer-facing experience
- Call Center collection experience is preferred
- Excellent English communication skills
- Experience in Oracle Fusion and Salesforce is an advantage
- Able to work on the night shift schedule
- This role is a full-time remote/virtual setup, but the identified candidate must be able to report in-office for day 1 to receive the equipment and attend onboarding and orientation. Ideally residing in the Greater Manila Area.
Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Support a culture of inclusion in how you work and lead.
- Do what's right for each other, our customers, investors and our communities.
Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.
Please visit the benefits summary on our careers site for more details.
Education
High School Diploma / GED
Certifications (if applicable)
Relevant Work Experience
2-5 Years
Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.