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About the role
Key responsibilities & impact- Initiate contact with customers who have outstanding balances to negotiate and collect payments
- Communicate with customers via phone, email, or written correspondence to discuss payment options and resolve outstanding issues
- Build and maintain relationships with Sales, Finance, Billing, and Customer Success teams to align account strategies and resolve disputes
- Maintain accurate records of customer interactions, payment arrangements, and relevant information
- Negotiate payment arrangements in accordance with company policies and financial goals
- Address and resolve billing, payment, and account discrepancy inquiries or disputes
- Prepare and send collection letters, statements, and other documentation
- Ensure compliance with relevant debt collection laws and regulations
- Generate and analyse reports on outstanding debts, collection efforts, and relevant metrics
- Provide excellent customer service while remaining firm and persistent in collections
Requirements
What you’ll need- Minimum 2 years’ experience in collections execution
- Experience utilising collection tools (GetPaid or similar)
- Clear experience in the fundamentals of a collection process: calls, emails, escalations, dispute management & documentation
- Demonstrated ability to collaborate cross-functionally and influence internal stakeholders to drive results (preferred)
- Strong customer relationship skills (internal and external) (preferred)
- High energy, positive attitude, and a team-first mentality — someone who thrives in a results-driven, high-performing environment (preferred)
- Proven ability to manage a book of business spanning larger accounts down to medium/small size accounts, with strong strategies to secure cash (preferred)
- Comfortable with call/contact metrics and financial & operational metrics (Cash, Aged AR, 90+, dispute identification & resolution intervals) (preferred)