Customer Collections Specialist

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Manage a portfolio of high-value accounts effectively, ensuring timely recovery of outstanding balances through strategic oversight and proactive follow-up.

• Utilize strong negotiation and persuasion skills to secure payment commitments while maintaining professional and positive relationships with customers.

• De-escalate challenging situations by employing active listening, empathy, and problem-solving skills to resolve issues and sustain positive relationships.

• Use multiple systems (Salesforce, Zuora, Nexamp Portal) to efficiently identify and resolve problems.

• Accurately document and track collections processes and activities to ensure compliance and accuracy.

• Enhance customer retention by clearly explaining community solar benefits, addressing concerns, and creating a positive customer experience that promotes continued engagement.

• Implement skip tracing techniques to locate hard-to-reach customers using various tools and investigative strategies.

• Prioritize customer experience by delivering empathetic, solution-oriented interactions that build trust and satisfaction.

• Manage collections for both residential and commercial accounts, including large accounts with multiple locations, ensuring tailored collection strategies maximize recovery rates and proactively follow up to ensure timely invoice payments, minimizing delinquencies while maintaining strong customer relationships.

• Collaborate with the team, sharing innovations and best practices to drive continuous improvement.

• Excel in a fast-paced, goal-driven environment, quickly adapting to changing priorities.

• Communicate effectively with other departments to manage collection cases appropriately.

• Consistently meet and exceed departmental KPIs, including dollars collected and call volumes.

• Be receptive to coaching and constructive feedback, applying suggestions to improve performance.

• Successfully manage multiple daily tasks, including making outbound calls, handling inbound inquiries, responding to emails, managing Salesforce cases, and following up to ensure timely resolutions.

• Clearly articulate community solar benefits and savings to customers, enhancing their understanding and engagement.

Work Timings:

• 8 AM - 5 PM (US - EST / CST)

⛳️ Requirements

• 2+ years of professional experience in a collections role.

• Exceptional verbal and written communication skills.

• Knowledge of billing and collections procedures.

• Experience with skip tracing tools and investigative techniques for contacting customers.

• A passion for providing excellent customer service and strategies for retention.

• Proficient in Excel, typing, and computer navigation skills.

• Experience with Salesforce or similar CRM systems is required.

• Self-motivated, self-starting, and self-assured.

• Attention to detail in client-facing communication.

• Ability to work effectively with diverse teams in a collaborative environment.

🏝️ Benefits

• Market Competitive Salary

• OPD