About the Role

As a Collections Specialist, you'll deliver a genuinely great experience to customers taking their first step toward financial fitness by resolving past due accounts. Our Customer function is customer-obsessed by design, and you'll be an integral part of the global Customer Experience team that has earned more than 2,400 five-star Google reviews, making InDebted the highest-rated company of its kind in the world.

What You'll Do

• Engage customers primarily through outbound and inbound calls, supported by digital tools, to help resolve past due accounts
• Negotiate clearly and confidently, following the payment hierarchy: payment in full, then settlement, then payment arrangement
• Work through stalls, objections, disputes and complaints in line with company policy and regulations
• Listen closely to each customer's situation, clarify the issue, and explain the best path forward
• Partner with your Team Leader to resolve escalated cases
• Meet scorecard targets while living our InDebted values
• Follow all applicable laws, regulations, policies and procedures

What You'll Bring

• At least three years of recent collections experience
• A track record of strong performance in collections
• Excellent written and verbal English communication
• Empathy balanced with a results-oriented approach
• Strong negotiation skills, including handling stalls, objections and disputes
• Experience with collections management systems (e.g. FACS) and dialer platforms
• Comfort navigating web-based tools
• Flexibility to work eight-hour shifts, including occasional Saturdays
• Self-motivation and resourcefulness
• Experience working in a fast-paced team, collaborating virtually with a US-based team

What Success Looks Like

A few months in, you're consistently hitting your scorecard targets, customers describe your calls as clear, respectful and genuinely helpful, and your Team Leader trusts you to manage escalations with confidence.