Collections Representative,

, Philippines Job Family Group: Finance Worker Type: Regular Posting Start Date: October 16, 2026 Business unit: Experience Level: Early Careers Job Description: What’s the role The Collections Representative plays a vital role within the Shell Energy Solutions Collections team, supporting the management of customer accounts and the timely collection of outstanding balances from commercial and industrial energy customers. Through proactive customer engagement and effective problem-solving, this role helps ensure a positive customer experience while contributing to the company's goals of maintaining healthy cash flow and minimizing credit risk. This is an exciting opportunity to make a meaningful impact within a growing B2B energy organization. We are seeking a customer-focused and results-driven professional who enjoys building relationships, resolving complex billing and payment concerns, and working collaboratively across teams. In this role, you will partner with customers and internal stakeholders to address account issues, support credit management activities, and contribute to process improvements that enhance operational efficiency and customer satisfaction. What you’ll be doing As a Collections Representative, you will manage a portfolio of commercial and industrial customer accounts, drive the timely collection of outstanding receivables while deliver an excellent customer experience. In this role, you will collaborate with customers and cross-functional teams to resolve payment and billing issues, reduce credit risk, and support healthy cash flow performance. Success in this position requires strong communication, analytical thinking, problem-solving abilities, and the capability to manage multiple priorities in a dynamic environment. • Manage and monitor a portfolio of commercial and industrial customer accounts to ensure timely collection of outstanding receivables and achievement of collection targets. • Proactively contact customers by phone and email to collect overdue balances, negotiate payment commitments, and resolve delinquent accounts. • Perform detailed account analysis, research, and reconciliations to identify and resolve payment discrepancies, unapplied cash, billing issues, and account variances. • Investigate and address customer concerns related to invoices, payments, credits, and account balances, working to achieve prompt resolution and payment. • Respond professionally and efficiently to customer inquiries, payment-related issues, and escalations while maintaining a high standard of customer service. • Partner with Sales, Billing, Credit, Account Management, and other internal stakeholders to resolve disputes, remove barriers to payment, and reduce account delinquency. • Monitor customer payment trends and account activity to identify potential credit risks, escalating concerns and recommending appropriate actions when necessary. • Establish, monitor, and follow up on payment arrangements to ensure customers meet agreed-upon commitments. • Maintain accurate and detailed documentation of collection activities, customer communications, payment commitments, disputes, and resolution efforts within financial and customer management systems. • Ensure compliance with company policies, internal controls, regulatory requirements, and established collections procedures. • Prepare and maintain reporting, account status updates, and other collections-related metrics as required by management. What you bring …