Collections Specialist

About the Role:
We are seeking a detail-oriented and customer-focused Collections Specialist to join our Finance team. In this role, you will serve as the primary point of contact for all collections-related inquiries and play a critical part in managing accounts receivable. You will leverage your knowledge of billing and subscription processes to assist customers with account issues, clarify invoice details, and ensure the timely collection of outstanding payments.

This role requires strong analytical skills, excellent communication abilities, and a customer-centric mindset. Your efforts will directly impact our cash flow, customer satisfaction, and operational efficiency.

What You’ll Do:

• Serve as the primary point of contact for customers regarding account balance (CM/DM/Payment/Invoice.
• Proactively and reactively address billing concerns, including subscription fees and one-time charges.
• Manage high call volumes, handling both inbound and outbound calls (100+ calls/day).
• Utilize Salesforce and Zuora to investigate and resolve payment issues.
• Analyse and reconcile customer accounts, including reviewing historical invoices, payments, chargebacks, refunds, credits, and write-offs.
• Support the monthly close process by ensuring accurate period cutoffs.
• Collaborate cross-functionally with Sales, Customer Success, and Fulfilment teams to resolve account issues and enhance customer satisfaction.
• Manage assigned accounts receivable portfolios with a focus on customer retention and timely collections.
• Follow and continuously improve Standard Operating Procedures (SOPs) for collections processes.
• Respond to and resolve customer support cases related to collections in a timely manner.
• Generate accurate reports and forecasts on collection performance.
• Maintain compliance protocols and data integrity across ERP and billing systems.
• Participate in ad hoc financial and operational projects as needed.

What We’re Looking For:

Required:

• 1–2 years of experience in a collections or customer-facing role.
• Strong written and verbal communication skills.
• High level of attention to detail, organization, and vigilance.
• Ability to manage time effectively and work under pressure in a fast-paced environment.
• Proficiency with spreadsheets (Excel/Google Sheets) and strong computation abilities.
• Ability to adapt to shifting priorities and work independently or as part of a team.
• Willingness to work flexible hours, including overtime and rotating shifts as needed.

Preferred:

• Experience in SaaS collections and Quote-to-Cash processes.
• Familiarity with Zuora, Salesforce and Collections software.
• Bachelor's degree in Accounting, Finance, or a related field.
• An analytical mindset with the ability to identify patterns and suggest improvements.
• Empathy and professionalism when engaging with customers.