Responsibilities:

Deliver excellent customer service, responding to a variety of calls and emails from the US mortgage servicing industry
Use knowledge obtained in training to locate answers in a knowledge database to respond to customer's mortgage related requests
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Reach personal, team, and contact center performance targets
Take ownership of all customer inquiries and proactively follow through to ensure resolution
Keep records of customer interactions, process customer accounts, and document appropriately
Navigate multiple computer systems and applications, and utilize search tools to provide information to customers
Follow communication procedures, guidelines, and policies

Qualifications:
Undergraduate or College Graduate
At least 1 year experience in BPO
Excellent communication and customer service skills.
Passion for providing top-notch support to clients.
A team player who thrives in a dynamic work environment.

Nice-To-Haves (Not Required, But a Plus!):
Either of the following:
1 year of experience in billing or collections

1 year of experience handling a US account
2 years of experience in a data analytics-related role

Job Description:

We are seeking detail-oriented and service-driven individuals to join our Care Provider Campaign in a non-voice capacity. This role focuses on supporting customers through written communication channels, including email and chat. You will ensure accurate information, efficient service, and a positive customer experience while maintaining compliance with industry standards.

Qualifications:

Must have at least 6 months of international BPO experience

Must have email/chat experience

Must be amenable to work onsite at One Montage Bldg. in Cebu

Open for shifting schedules

Must be living within Cebu City or nearby areas

Can start ASAP

What We Offer

Competitive salary and benefits package.

Opportunities for career growth and development.

Supportive and collaborative work environment.

Job Description:

We are looking for a Lean-Pro Communication and Soft Skills Trainer who is passionate about empowering teams through high-impact training programs. In this role, you'll design and deliver engaging sessions focused on communication, confidence, and customer interaction—equipping individuals to perform at their best in fast-paced environments.

You will collaborate closely with Business Units, Quality, and Leadership teams to ensure training is aligned with operational goals and performance standards. If you have the experience, presence, and ability to turn learning into real-world results—we want you on our team.

Responsibilities:

Design and deliver interactive training programs to strengthen communication, customer service, and soft skills.

Use techniques such as role-playing, simulations, and real-time feedback to make training practical and engaging.

Coach individuals to improve confidence, presentation, objection handling, and negotiation skills.

Collaborate with operations, quality assurance, and leadership to identify training needs and evaluate program effectiveness.

Maintain training documentation and support learners through structured learning journeys.

Utilize LMS platforms and modern training tools to deliver blended learning experiences.

Qualifications:

College Graduate

5–6 years of training experience, with a strong focus on communication, behavior-based coaching, and soft skills.

In-depth understanding of customer engagement, negotiation, and objection handling.

Certified in any of the following (preferred but not required): Train-the-Trainer, NLP, Communication, or Behavioral Coaching.

Familiar with LMS platforms and digital learning tools to enhance training delivery.

Job Description:

The Supervisor will be responsible for a specific Operations Department managing global day-to-day operating activities, product and service delivery, turn times, SLA Adherence, revenue recognition and growth; expense, cost and margin control, monthly, quarterly and annual financial goal management, group profitability, customer interaction and efficiency and efficacy metrics.

Responsibilities:

To deliver to the client - metrics of productivity, quality, and time

Day to day management and oversight of the business unit’s functioning out of the Philippines operating center

Running the “Centre of Excellence” delivery ops for production across Philippines

Maintaining Client Service Level Agreement Standards (SLA’s) & client satisfaction

Work with Operations and Relationship Managers to identify the client’s needs and implement processes and procedures to meet those needs

Assess technology needs related to the management, service and quality measurements and related reporting capabilities for internal and customer use

Maintain internal policy and procedures for management

Communicate policies, procedures, and industry changes to Affiliate Network

Review and suggest computer system improvements to technical staff and work to implement

Implement internal and external procedures and continually update processes to ensure maximum customer satisfaction and efficiency at the lowest cost

Prepare and deliver performance reviews, coaching, and discipline when necessary Hire, train, develop, and motivate staff

Perform other operational duties as requested

Qualifications:

● Bachelor’s degree in Business, Finance, or other related fields.

● Excellent written and oral communication skills

● 6+ years of experience in a leadership role for contact centers, Mortgage Domain preferably Servicing Operations

● Strong information analysis and ability to interpret capabilities (ability to present detailed technical analysis, assumptions, and recommendations succinctly)

● Exceptional problem solving, task prioritization, follow-up, and quick learner

● Ability to work in a fast-paced, high-pressure environment with dedication, passion, and motivation

● Good exposure to MS Office (Excel and PPT)

● Confidence and skillful negotiating skills

● Experience starting up a new business in BPO – preferably in BFSI industry a plus

Job Description:

We are looking for a Communication Trainer who will lead communication and soft skills development programs for professionals in collections and customer service. The role involves creating dynamic training experiences, delivering impactful sessions, and mentoring participants to achieve high-performance standards. The ideal candidate has a proven track record of coaching individuals, facilitating engaging learning environments, and using data-driven insights to improve team performance.

Key Responsibilities:

Training Delivery: Conduct engaging communication and soft skills training sessions.

Program Development: Design, develop, and enhance training materials and assessment.

Coaching & Mentorship: Provide one-on-one and group coaching.

Content Management: Leverage LMS platforms and other training tools.

Performance Analysis: Evaluate training effectiveness.

Stakeholder Collaboration: Work closely with leaders and other departments.

Continuous Improvement: Stay updated on industry best practices.

Qualifications:

Bachelor’s Degree in English, Communication, Education, or a related field

Experience Minimum 2 years of training experience focused on communication, soft skills, or customer engagement

Negotiation & objection handling

Conflict resolution

Customer engagement & persuasion techniques

Coaching and mentoring for performance

Proficiency in LMS platforms, training tools, and assessment systems

Excellent verbal and written English skills, with the ability to train participants at different competency levels

Strong problem-solving and assessment skills; ability to customize training based on performance data

Nice-To-Have:
Train-the-Trainer, NLP, Communication Skills, or other relevant certifications

Job Description:

We are looking for a dialer Analyst to support our operations by managing workforce planning, optimizing call distribution, and monitoring real-time performance. This role requires excellent analytical skills, attention to detail, and experience in developing strategies that ensure operational efficiency and resource optimization. The ideal candidate will have a strong background in forecasting, resource planning, reporting, and real-time management to improve agent productivity and enhance customer experience.

Key Responsibilities:

Call Distribution: Manage inbound/outbound calls aligned with delinquency trends and collection timelines.

Dialing Strategies: Design, test, and execute strategies to meet KPIs.

Monitoring: Track real-time activities, provide insights, and recommend adjustments.

Resource Alignment: Coordinate with the workforce team to match call forecasts and resources.

Reporting: Prepare accurate daily, monthly, and ad-hoc performance reports.

Policy & Procedures: Support development and maintenance of dialer policies.

Client Support: Address client SOW, SLA, and custom dialer requirements.

Change Management: Track and update dialer configurations via SharePoint.

Tech & Telecoms: Ensure smooth call center operations with IT teams.

Vendor Management: Work with vendors to resolve dialer issues.

Compliance & Risk: Assess risks and ensure regulatory/operational compliance.

Qualifications:

Bachelor’s degree in any four-year course.

Minimum 2 years of experience as a Workforce Analyst in the BPO industry.

Strong knowledge of volume forecasting, resource planning, and skilling assignments.

Excellent analytical, problem-solving, and reporting skills.

Exceptional verbal and written communication skills, with the ability to collaborate effectively across teams.

Proficiency in call center workforce management systems, reporting tools, and MS Office Suite.

Strong presentation and stakeholder management abilities.