The job of a Customer Service and Collection Assistant entails communicating with the organization’s internal and external customers through different customer touchpoints to provide assistance to buyers, including but not limited to collection and buyers’ request.

CUSTOMER SERVICE FUNCTION

• Handling customers’ concerns through inbound calls, email, text messaging, chat and social media platforms which will entail manning of hotline and mobile for inbound calls and Website Live Chat.
• Real-time monitoring of Customer Care email and Facebook and Instagram inboxes and apply the needed trafficking as to where the resolutions can be concluded.
• Provide assistance emanating from any of TLDC’s touchpoints for its customers whose resolution may or may not be under Accounts Management such as but not limited to Sales Group, Property Management, Technical & Construction and other Departments
• Assess and apply appropriate resolution on customer complaints by:
• Evaluating the urgency level of complaints raised by customers
• Apply suitable action which to a certain extent may require endorsement of needed action with supporting gathered facts on the recommendation/s.
• Recognizing, documenting and informing the immediate superior of observed trends in all customer touchpoints
• Conscientious monitoring of customer touchpoints for technical issues
• Immediate escalation to superior as deemed necessary
• Record/log complete (concise) information details of inquiries, comments, complaints and actions taken and accomplish relevant reports. This will require the following:
• Timely updating of Customer Care Transaction Tracker
• Appropriate use of Request Approval Medium (RAM)
• Endorsing unresolved issues and requests to appropriate party/ies
• Timely status monitoring of issues/concern
• Weekly consolidation and submission of unresolved issues
• Recommending process improvements as needed.
• May be assigned with other tasks to support the organization as deemed necessary

COLLECTION FUNCTION

I. Identification of Past Due/Defaulting Accounts

• Daily reports (bounced check, failed ADA-Automatic Debit)
• Daily/Weekly Download-REMS
• Other source of default status (i.e. sms / e-mail notification)

II. Reactive Collection (Past Due Accounts)

• Timely call, e-mail and sending of notices, form 1st notice to the 3rd notice (before Notice of Cancellation-NOC)
• Timely sending of NOC of hopeless accounts.

III. Pro-active Collection

• Timely collection effort for maturing balloon/remaining/retention balance – on prescribed period.
• Execute pro-active collection and offering for accounts and projects with management pre-payment programs

IV. Support and aide in identification of unposted payments

• Through its regular coordination with buyers, provide leads to Billing-Finance and Treasury in identifying unposted payments or floats.

V. Support and aide on reconciliation of buyer’s ledgers and updating of basic buyer’s information

• Similar to unposted payments, provide support and assistance to Billing-Finance for reconciliation of buyer’s ledgers
• Source on updates of buyer’s information when applicable (design default response).

Please refer to job description.