Total 6 job vacancies by AAPMI Acquire Asia Pacific Manila, Inc.

A SNAPSHOT OF YOUR ROLE

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Collections Specialist, your role is vital in keeping our customers and employees happy and contributing to our organization’s growth and success.

As an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO.

• Manage designated accounts to ensure individual and team targets are met and exceptional customer service is provided
• Utilize appropriate tools and follow correct systems and process to undertake skip tracing of accounts to locate customers
• Negotiate payment arrangements and settlements
• Organize and manage workflow to ensure that all designated accounts are actioned appropriately, and payments arrive on time
• Ensure accurate notes and data are available in CRM platforms at all times
• Conduct daily activities aligned with relevant Australian debt collection guidelines and other legislation including Privacy Act, Trade Practices Act and NCCC, etc.
• Exhibit team ethics, working in harmony with other team members and assisting them in performing their duties
• Effectively collaborate with team members to ensure that function is operating effectively and efficiently, while maintaining a harmonious team environment
• Adhere to the campaign's purpose, objectives and mission and openly support the campaign's strategy
• Ensure a safe and healthy work environment by complying with OHS legislation and the campaign's OHS policies
• Ensure compliance with the campaign's policies and procedures

A BIT ABOUT YOU

• With Industry and/or collections, sales and customer service experience
• With Previous roles in financial services or Australian based campaigns
• With Skip tracing experience

Acquire BPO is a business outsourcer with a vision to connect organizations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.

Join the A-Team and experience the A-Life!

As a Customer Experience Specialist, you’ll represent the account and interact with customers through inbound calls, emails, or live chat and ensure their account, product or service-related inquiries and concerns are addressed in a timely and efficient manner. You use empathy, patience, and passion, coupled with product knowledge to effectively resolve the customers’ needs. Your day will look like:

• Interacting with customers via live chat or email responding to various financial inquiries, concerns, or requests related to direct deposits, withdrawals, money transfer, disputes, funding or setting up an account, and discussing or promoting Account’s banking products and services.
• Explain, advise on and promote
• Current’s bank products and services to customers. ·       
• Reviewing and analyzing relevant transactions history and relating the information to the customer in a way that reconciles to their present account balance.        
• Correctly refer customer to other support team for any account-specific request or concern such as but not limited to:
  • Refund of monthly recurring charge                
  • Erors when cancelling an account
  • Phone number change
  • Waiving of fee
  • Expediting card request
  • Removal of funding sourceo   
  • Bank statement request
  • Account’s name correction
  • Downgrade or Re-activation request 
  • Instant deposit request
  • Unsuccessful transaction due to flagged, suspended, or under watchlist account.
  • App issue   
  • Transaction disputes
• Ensuring compliance with all internal controls and established policies and procedures.
• Developing deep technical knowledge and know-how on standard banking operations and procedures in the US and comply with various control and account protection measures.
• Following throughs and ensuring 100% fulfillment of commitment to customer.
• Handling customer and client interaction with due skill, care and professionalism.​·        
• Demonstrating strong verbal and written communication skills.
• Promoting and demonstrating Acquire’s values internally and externally.

Join the A-Team and experience the A-Life!

Requirements

• At least 2 Years of experience as a Operations Manager.

• At least 2 Years of experience in Telco Sales / Service account

• Knowledge of billing procedures, collection techniques and upsell.

• Knowledge of Outlier management and coaching techniques.

• Proven experience and knowledge as a Resolution Supervisor

• Working knowledge of MS Office and databases.

• Comfortable working with targets to exceed our client’s expectations.

• Excellent communication skills (written and oral)

• Organization, proper decision-making, and analytical problem-solving skills.

Responsible for the development of team leaders/coaches

• Must be willing to work onsite

Join the A-Team and experience the A-Life!

POSITION DESCRIPTION

Development Coach
Location: 1800
Reporting to: Client

Acquire BPO is an award-winning outsourcer providing contact centre and back office services with a vision to connect organizations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.

The Trainer’s core responsibility is the development of the company’s frontline employees through the conduct of Foundation Skills and other Program-specific Training courses to meet the requirements of the program, its clients, and, ultimately, their customers. The Trainer is equated to a conduit that allows the successful transferring of learning to a target audience by exhibiting adeptness in leading discussions, creating rapport, handling objections, managing difficult behaviors, and using appropriate feedback methods – all for the promotion and enrichment of the employees’ knowledge, skills, and attitude. The Trainer, being at the forefront of employee development, is also tasked to cultivate a culture of excellence amongst employees – all the time, for he/she is the first representation of the company’s model employee for every new hire.

You are a Development Coach, a champion in your field. As part of the A-team, your role plays an important part in our success. Your tasks for the day include, but are not limited to, the following:

• Responsible in ensuring that the agenda is mapped according to timelines agreed and sessions/topics are aligned according to need and training need, and ensuring that the Training Checklist is being followed
• Responsible in producing all relevant Training Manuals that need to be shared as hard/soft copies including Assessments and TPAs.
• Responsible in making sure that all documents are being signed by the new hire employees (Training Performance Agreement, Sign off Sheets)
• Responsible in requesting for the log in credentials of the new hires
• Responsible in creating request for the accountabilities of the new hires (Headset, Amplifier)
• Responsible in securing and liquidating the Training budget
• Responsible in providing Training related reports
• Responsible in administering all training platforms and logistics
• To act as Team Leader during Transition Bay of new hires
• Flexibility to Cover Team Leader Roles: Demonstrate flexibility to cover for Team Leaders in case they are not available, ensuring continuity and effectiveness in team operations.
• Schedule and facilitate face-to-face, e-learning and practical learning modules to team members covering the training materials and foundational skills required.
• Assist with various Learning & Development and operations training related projects

In a nutshell, you have won the day when you make customers happy with your best and excellent service!

Consistent to our goal as an organization, at Acquire BPO, we are looking for individuals who are passionate in winning; those who enjoy achieving goals with the determination to go beyond hurdles. As a Learning and Development Trainer, you can perform well if you have:

• Open and positive personality
• Excellent English language communication skills
• Excellent Public Speaking and Business Writing skills
• Effective in communicating complex topics
• Able to facilitate an effective coaching session
• Able to maintain and work under pressure within tight SLAs
• Strong accountability on agreed KPIs
• Demonstrates capacity to work effectively within a team
• Excellent at prioritization of tasks and has sense of urgency
• Highly organized and keen on details
• Able to maintain an appropriate standard of professionalism
• Flexible to changes
• Able to maintain utmost confidentiality and comply with all policies, processes and procedures outline by Pioneer and Acquire Employee Handbook, Principles and Code of Conduct.
• Ensure that daily activities are aligned with relevant guidelines and legislation including Privacy Act, Trade Practices Act and NCCP etc.
• A good track record in current position

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each with other.

Join the A-Team and experience the A-Life!

QA is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience.  QA shall be able to assess how transactions are handled, and identify the areas that need improvement.

QA shall ensure that all agent-customer interactions result to positive experience and are performed in accordance to pre-determined compliance guidelines, through, but not limited to:

·         Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.

·         Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.

·         Provide accurate and impartial judgement on all transaction evaluations.

·         Regular coaching sessions with agents to reinforce good behavior and reform opportunities

·         Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.

·         Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.  

·         Attending administrative hearings and deliberations resulting from the critical error callouts.

·         Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations.

·         Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.

·         Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session.

·         Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.

·         Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.

·         Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.

·         Taking proper action on disputes filed against transaction evaluations.

·         Participating in internal and external client meetings and performance reviews.

·         Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.

·         Reviewing and submitting exceptional calls to be pooled for the good call library.

·         Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed

Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services.

Join the A-Team and experience the A-Life!

Senior Accountant

This role is vital to address several challenges and opportunities within the company, including:

• Strategic Focus: The new hire will play a pivotal role in advancing our strategic goals. Their expertise and focus will allow us to clear the historical audit backlog (since FY19), explore new opportunities, improve existing accounting processes, and ultimately drive profitability.
• Specialized Skills: We require specific skills that our current team lacks - i.e a qualified accountant with analytical skillset and advanced Excel capabilities. The new hire will support current initiatives, bring fresh perspectives, expertise, and competencies that are vital for staying ahead in our industry.

Role responsibilities:

• Management accounting (including but not limited to EIR – revenue recognition, pawn broking and bad debt accounts)
• Daily Loan-book reconciliation and exception report analysis  
• End of month balance sheet verification and reporting preparation
• Audit support – preparation of accounting workpapers, responding to audit queries and drafting financial statements
• Data analysis and participating in business process improvement initiatives, as required

Candidate specification include:

• CPA/CA qualified
• Sound financial accounting and problem-solving capabilities
• Working knowledge of NetSuite
• Intermediate to advanced Excel skills and able to work with high volume data
• SQL skills will be highly regarded and advantageous for success in the role
• Ex Auditor preferred but not essential

Join the A-Team and experience the A-Life!