PALMPAY LIMITED
Customer Service Representative
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Customer Service Representative
Customer Service Representative – Mobile Installment Programs (Philippines)
Location: BGC High Street, Makati Employment Type: Onsite | ASAP Start
PalmPay, one of the leading fintech companies specialising in payment and consumer finance solutions, is growing its operations in the Philippines. We empower consumers with innovative mobile installment programs for Transsion brands (Tecno | Infinix | Itel), providing flexible, affordable financing options.
We are now looking for a customer service representative with strong interpersonal skills, negotiation abilities, and a customer-first mindset to support our collections team. Your role will be critical in ensuring smooth operations, maintaining customer satisfaction, and achieving performance targets while complying with industry regulations.
About the Role
PalmPay is driving financial inclusion in ASEAN—your work will directly shape the customer journey beyond transactions.
Key Responsibilities
- Outbound Engagement & Collections:
- Initiate proactive outbound calls and follow-ups with overdue account borrowers to discuss outstanding balances.
- Negotiate tailored repayment plans that align with PalmPay’s policies while facilitating timely settlements.
- Educate customers on account status, remaining balances, and available repayment options (cash, mobile transfers, etc.) using clear, simple language.
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Case Management & Resolution:
- Document and update all activities in the collection system meticulously.
- Escalate complex cases to internal teams (e.g., fraud, disputed transactions) for resolution.
- Address customer objections or disputes with empathy and professionalism.
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Performance & Compliance:
- Achieve monthly outbound call and collection targets consistently.
- Adhere strictly to lending and collections compliance protocols to avoid penalties.
Requirements
Education & Experience:
- At least a high school diploma or vocational/career-related training.
- 6+ months of experience in customer service, preferably in:
- Device finance (e.g., mobile installment schemes)
- Consumer lending
- Call centers (collections, telemarketing)
- Fluency in both English and Cebuano (verbal/written for Philippines-based operations).
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Skills & Attributes:
- Strong negotiation, persuasion, and communication skills to handle high-pressure conversations.
- Ability to prioritise tasks, meet deadlines under customer stress/posture, and maintain motivation with high targets.
- Basic proficiency in MS Office (Excel, Word) and familiarity with CRM/collection systems (plus sign).
- High ethics, discretion, and professionalism—customer confidentiality is mandatory.
- Fast learner; ability to adapt to fintech workflows quickly.
Preferred but not required:
- Previous lending or fintech experience.
Why Join PalmPay?
- Impactful Role: Shape the future of digital financial inclusion in the Philippines.
- Competitive Compensation: Base wage + incentive-driven earnings based on performance.
- Growth: Partners in a scaling, rapidly disrupting sector with long-term career opportunities in fintech.
Note: Onsite attendance mandatory at BGC High Street, Makati. Immediate start preferred. Integrity is critical—fraudulent claims will result in summary action.
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