case & email management

a. Core Responsibilities

a1. Review and process reconnection requests per policy, provide timely feedback in the case record, and close cases with appropriate updates or final disposition.

a2. Handle Hold Credit Action (HCA) requests by assessing eligibility according to policy; process or escalate to Corporate Collections as needed, documenting all case details and approval outcomes.

a3. Manage requests for Historical Statement of Account (SOA) and Aging Reports by coordinating with the assigned Corporate Collections Team, attaching received reports to the case, and closing cases after fulfillment or update.

a4. Maintain accurate and complete case records with all updates, feedback, and relevant attachments.

a5. Coordinate with Globe's Single Point of Contact (SPOC) or other relevant teams for escalations, clarifications, or special handling.

a6. Ensure all cases are processed and closed within the agreed SLA timelines.

b. Operations...