[Hiring] Collections Agent @Emapta

Role Description

Protect Portfolio Performance Across Australia's Financial Services Industry. The Collections Agent manages early-stage arrears, communicates with Australian business borrowers, and helps establish practical repayment pathways. Through accurate account management, empathetic conversations, and consistent follow-up, this role protects portfolio performance while offering top 1% talent meaningful global exposure and a long-term career with Emapta built for professional growth.

Qualifications

• 3-5 years of experience in collections, loan recovery, credit operations, or a related financial services role
• Experience supporting Australian customers or financial services operations is highly preferred
• Proven experience managing arrears, missed payments, repayment arrangements, and payment negotiations
• Excellent English communication skills and confidence in speaking with Australian business borrowers
• Strong customer service, active listening, empathy, negotiation, and problem-solving skills
• Excellent organizational skills, professionalism, attention to detail, and a proactive approach
• Ability to manage a daily portfolio of approximately 25-30 accounts
• Proficiency in Google Workspace and Microsoft 365
• Familiarity with collections management systems, CRM platforms, and Asana

Requirements

• Manage approximately 25-30 accounts with 1-3 missed payments, prioritizing timely reminders and follow-ups
• Review daily reports containing borrower contact information and missed-payment dates, then action assigned accounts
• Contact Australian borrowers by phone and email using approved communication tools, including UComm when applicable
• Provide clear and professional payment reminders and follow up on outstanding balances according to established collections procedures
• Apply empathy and active listening to understand borrowers' circumstances and identify the reasons for missed payments
• Discuss practical repayment options, including manageable daily or weekly payments, within approved guidelines
• Process or coordinate payment-pause requests and escalate cases requiring further review or approval
• Record every customer interaction, payment commitment, follow-up date, and outcome accurately in the designated project management system, such as Asana
• Monitor promised payments and proactively follow up on missed commitments
• Escalate complex, vulnerable, high-risk, or unresolved accounts to the appropriate client team

Benefits

• Competitive Salary Package
• Day Shift schedule
• Fixed weekends off
• Permanent WFH arrangement
• HMO coverage with free dependent upon regularization
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure)
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment