About the company:

Skyro is a fast-growing fintech company based in the National Capital Region, Philippines. Our mission is to transform the financial services landscape in the Philippines by offering fair and accessible digital financial products. We aim to provide user-friendly lending solutions and superior customer service to all sections of society, promoting financial inclusion and literacy. Founded in 2022 by a team of visionaries, we have the expertise and resources to build best-in-class consumer-centric fintech products.

Backed by Breeze Ventures, a global fintech company based in Singapore, our Philippine operations are powered by Advanced Finance Solutions, Inc. and Jungle Lending, Inc., both registered with the Philippine SEC. As we continue to expand, our team members will have the opportunity to contribute their expertise and talents to a promising international company. Join us on our journey to build a sustainable business and make a difference in the lives of millions of customers.

What you will do:
The Field Quality Control Specialist (Collections) plays a crucial role in ensuring the integrity and effectiveness of debt collection operations. This position involves monitoring field collectors' adherence to standard operating procedures, legal, and regulatory requirements, providing timely coaching and feedback, and facilitating simulation training for new collectors.

Responsibilities:

• Quality Control and Compliance: Specialist should be responsible for ensuring that all aspects of the collections process are carried out in compliance with relevant laws and regulations. Should review collections field visits, monitoring the performances of the field collectors and documentation to ensure that proper procedures are followed and that ethical practices are observed.

• Data Integrity and Accuracy: Specialist should be responsible for verifying and maintaining data integrity to ensure that information is accurate and complete.

• Documentation Review: Reviewing and assessing documentation related to debt collection, including agreements, contracts and payment histories. Validate the legitimacy of the debt and the accuracy of the information presented or discussed.

• Communication and Resolution: Specialist should work on improving the quality of communication with debtors. This could involve training field collectors on effective communication strategies, ensuring that they are dealing with are client professionally and courteously, and that debtors are provided with accurate information.

• Process Improvement: Identifying areas where the collections process can be improved for better efficiency, customer satisfaction, and results. This involve analyzing data and metrics to pinpoint issues in the collections process.

• Reporting and Analysis: Compiling and analyzing data related to collections efforts, such as success rates, recovery rates, and customer feedback. This information could be used to make informed decisions about strategies and processes.

• Investigation: Should do special validation to possible fraudulent activity of field collectors like fake visits, unauthorize transactions and such. This includes additional field visits or phone calls to clients.

• Feedback and Coaching: Provide constructive feedback and coaching to field collectors based on quality monitoring results. Offer guidance and support to help collectors improve their performance and achieve targets.

• Training and Development: Develop and deliver training programs, workshops, and coaching sessions to enhance the skills and knowledge of tenured and new field collectors. Focus on areas such as effective communication, negotiation techniques, legal compliance, and customer service.
  

What you should have:

• Strong knowledge of collections processes, regulatory compliance, and debt recovery practices.

• Skilled in investigation, documentation review, and fraud detection.

• Excellent communication skills, both written and verbal, with the ability to train, coach, and give feedback effectively.

• Proficient in data analysis, reporting, and use of MS Office tools (Excel, Word, PowerPoint) or equivalent systems.

• Strong analytical and problem-solving abilities; able to identify issues, trends, and recommend practical solutions.

• Must have a valid driver’s license and own a motorcycle for conducting field validations and visits.

• Physically fit and willing to travel or conduct fieldwork in different areas as needed.

• High level of integrity, professionalism, and ethical standards when dealing with sensitive information and client interactions.

• Ability to work independently, manage time effectively, and handle multiple priorities under pressure.

• Flexible and adaptable to a fast-paced, dynamic work environment.