Job description
Join Zigzag Media as an Operations Officer specializing in Customer Service for Financial Accounts. The role provides essential administrative and operational support across collections, credit, and client support, ensuring accuracy, efficiency, and a superior customer experience. You will work with cross functional teams to streamline workflows, monitor account activity, and safeguard data integrity in a dynamic BPO environment based in the Philippines.
As a successful candidate, you are a proactive problem solver who can manage multiple tasks with precision, communicate clearly with clients and internal stakeholders, and identify opportunities for process improvements. This role offers exposure to financial account operations, exception handling, and performance reporting, with clear pathways for career growth within Zigzag Media.
Key focus areas include data entry, reconciliation, payment processing coordination, and timely escalation of issues. You will contribute to collections outcomes while maintaining a customer centric approach that enhances satisfaction and trust. The position supports a fast paced operation, where reliability, compliance, and data security are paramount.
Responsibility
- Manage day-to-day administrative tasks across collections, credit and customer support for financial accounts to ensure accuracy and timely delivery of services.
- Monitor and reconcile account statuses, update CRM records, and generate performance and exception reports.
- Assist with collections activities by coordinating communications with customers, processing payments, and escalating delinquent accounts per policy.
- Provide front line and back end support for customer inquiries, resolve issues with empathy and accuracy, and ensure compliance with data privacy and regulatory requirements.
- Collaborate with cross functional teams including Credit, Collections, and Support to streamline workflows and improve turnaround times.
- Prepare and present operational metrics to management, identify trends, and recommend process improvements.
- Support training and onboarding for new team members, document procedures, and maintain knowledge base.
Qualification
- Bachelor's degree in business, finance, accounting, or a related field is preferred.
- 1-3 years of experience in customer service, collections, or financial operations, preferably in a BPO or financial services environment.
- Strong written and verbal communication skills in English; ability to engage with customers and internal teams clearly.
- Proficient in MS Office (Excel, Word, Outlook) and experience with CRM tools; familiarity with Salesforce or similar systems is a plus.
- Excellent data accuracy and attention to detail; able to manage multiple tasks and meet tight deadlines.
- Knowledge of financial products and credit processes; understanding of collections policies and compliance requirements.
- Problem solving, critical thinking, and adaptability; a collaborative team player in a fast paced environment.