Collections Specialist

Position: Collections Specialist (Inbound/Outbound)

About the Role

We are seeking a proactive and detail-oriented Collections Specialist to manage customer account resolutions and support ongoing credit and collections efforts. This role involves handling both inbound and outbound calls and emails, resolving payment issues, processing adjustments, and ensuring compliance with relevant regulatory obligations.

The ideal candidate is confident in negotiation and dispute resolution, can identify warning signs of financial hardship, and can work closely with internal teams to maintain high standards in customer service and financial performance.

Key Responsibilities

• Handle inbound and outbound phone and email enquiries related to payments, account discrepancies, and short payment dishonours.

• Identify reasons for customer arrears and negotiate appropriate solutions, including payment plans and hardship arrangements.

• Recognize financial stress signals and manage cases in alignment with regulatory obligations and internal policy.

• Monitor and maintain a portfolio of accounts, including:

• Customer outreach

• Account adjustments

• Credit memos

• Small balance write-offs

• Reconciliations

• Meet or exceed performance benchmarks and contribute to weekly and ad hoc portfolio reporting.

• Work collaboratively across departments (e.g., management, sales, vendors) to accelerate resolution when required.

• Participate in team training sessions, coaching, and process improvement initiatives.

Qualifications / Skills / Experience

• Strong integrity and sound judgement with a deep respect for customer privacy and confidentiality.

• Quick learner with the ability to understand product offerings, policies, and regulatory compliance frameworks.

• Excellent problem-solving, negotiation, and dispute resolution skills.

• Professional written and verbal communication; able to manage both internal and external stakeholder interactions.

• Comfortable working in a fast-paced and dynamic environment.

• Experience in customer service, finance, or collections is strongly preferred.

• Able to build and maintain long-term, trust-based customer relationships.

• Able to work independently with strong attention to detail and accuracy.

• A forward-thinking mindset with a focus on continuous improvement.