Job description
Job Title: Collections Specialist Experience: 3–5 YearsEmployment Type: Full-time Role Summar The Collections Specialist is responsible for ensuring outstanding balances are collected in a timely and professional manner.
This role requires strong communication, negotiation, analytical, and problem-solving skills.
The individual must manage multiple priorities, work collaboratively across teams, and maintain compliance with collection laws and company standards.
Responsibilities Contact customers with overdue accounts to remind them of outstanding balances and negotiate payment arrangements.
Resolve disputes related to outstanding balances by coordinating with customers, internal departments, or external parties.
Develop and implement collection strategies aligned with the company’s financial goals.
Analyze account data to identify trends and recommend improvements to collection performance.
Maintain accurate and complete records of all customer interactions, including call notes, payment commitments, and dispute details.
Ensure proper documentation of processes, standards, and changes through formal change management procedures.
Escalate complex or sensitive issues to senior team members or appropriate departments when necessary.
Maintain accurate, real-time timesheets.
Collaborate with internal departments to ensure collections processes are aligned with overall business operations.
Maintain clear and consistent communication with clients and colleagues.
Provide timely responses and guidance to client inquiries.
Participate actively in team huddles, L10 meetings, one-on-one meetings, training sessions, and other required team engagements.
Maintain in-depth knowledge of the company’s products and services.
Ensure all work aligns with client standards, service expectations, and compliance requirements.
Contribute feedback to improve processes and enhance client satisfaction.
Support team members as required and perform additional duties as assigned.
Performance will be measured through key KPIs , including but not limited to: Collection Effectiveness Index (CEI), Days Sales Outstanding (DSO), Collection Rate, Aging of Receivables, Average Collection Period, Call Quality and Productivity, Promise-to-Pay Rate, Bad Debt Ratio, Aging Bucket Improvement, Collection Expense Ratio, Customer Satisfaction, Compliance Adherence, and Reduction in Delinquency Rate.
3-5 experience in collections, accounts receivable, credit control, or customer account management preferred.
Familiarity with collections laws, regulations, and ethical practices.
Strong verbal and written communication skills.
Ability to negotiate payment plans and secure commitments effectively.
Strong active listening and conflict resolution skills.
Analytical and problem-solving abilities to assess accounts and determine recovery strategies.
Strong organizational and time management skills with the ability to manage multiple priorities.
High level of resilience and persistence when handling challenging customer interactions.
Strong attention to detail in reviewing account information and maintaining documentation accuracy.
Basic financial acumen, including understanding of credit terms, payment cycles, interest calculations, and cash flow impact.
Ability to analyze collection data and identify performance trends.
Empathy and customer-service orientation while maintaining professionalism.
Proficiency in collections software, CRM systems, and other relevant computer applications.
This job post has been translated by AI and may contain minor differences or errors.
