Collections Specialist

Job Summary

We are seeking a motivated and experienced Collections Specialist to join our high-performing collections team. This is an exciting opportunity to be part of a team that consistently delivers results and sets the standard for collections excellence. The Collections Specialist will play a key role in managing and recovering outstanding debts owed to the company, while working closely with internal stakeholders across Billing, Sales, and Customer Success to drive outcomes. The ideal candidate brings strong communication and negotiation skills, a collaborative mindset, and a customer-centric approach to debt collection.

Roles & Responsibilities

• 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 strong relationships with internal stakeholders — including Sales, Finance, Billing and Customer Success teams — to align on account strategies, resolve disputes efficiently, and ensure a joined-up approach to collections.
• Maintain accurate and up-to-date records of customer interactions, payment arrangements, and any other relevant information.
• Negotiate payment arrangements with customers while considering the company's policies and financial goals.
• Address and resolve customer inquiries or disputes related to billing, payments, and account discrepancies.
• Prepare and send collection letters, statements, and other necessary documentation to customers.
• Ensure compliance with relevant debt collection laws and regulations to avoid legal issues.
• Generate and analyse reports on the status of outstanding debts, collection efforts, and other relevant metrics.
• Provide excellent customer service while being firm and persistent in the collection process.

Required Qualifications

• 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
• Proven ability to manage a book of business spanning larger accounts down to medium/small size accounts, with strong strategies to secure cash
• Comfortable with call/contact metrics and financial & operational metrics (Cash, Aged AR, 90+, dispute identification & resolution intervals)

Preferred Qualifications

• Demonstrated ability to collaborate cross-functionally and influence internal stakeholders to drive results
• Strong customer relationship skills (internal and external)
• High energy, positive attitude, and a team-first mentality — someone who thrives in a results-driven, high-performing environment