Execute collections strategy by recovering past-due balances and securing payments during customer interactions
Perform high-volume outbound activity daily, including
Calls
Voicemails
Email follow-ups
Maintain structured multi-touch follow-up cadence to prevent cancellations due to non-payment
Track and manage account status progression (In Progress, Dependent, Collected, No Success)
Identify root causes for cancellation risk and provide tailored solutions
Maintain accurate and timely updates in CRM (Salesforce) for all customer interactions
Collaborate cross-functionally (Billing, CX, Support) to resolve account issues and remove blockers
Ensure strict adherence to operational processes, SLAs, and activity targets
Performance Expectations (Core Metrics)
Activity Metrics (Minimum Expectations)
~37 calls per day (741 per month)
~26 answered calls per day
~11 voicemail follow-ups per day
~14–15 successful collections per day (~294 monthly)
Effectiveness & Outcome Metrics
Retention Rate: ≥ 98.16% (minimum expectation)
Collections Conversion Rate: ≥ 45%
Payment follow-up completion: ≥ 95%
Case closure within SLA: ≥ 90%
Business Impact Metrics
Revenue retained (MRR / ACV protected)
Number of accounts saved from cancellation
Past-due balance recovery
Pipeline progression from risk → retained
What You’ll Bring
Experience in account management, retention, collections, or customer success in a high-volume environment
Strong communication and negotiation skills, with ability to handle objections and influence customer decisions
Proven ability to work against daily KPIs and activity targets consistently
High level of organisation and follow-through in managing multiple accounts simultaneously
Customer-centric mindset with strong problem-solving skills
Proficiency with CRM tools (Salesforce preferred) and Microsoft Office
Resilience, adaptability, and results-driven approach
Preferred Qualifications
Bilingual (English & Spanish)
Experience in SaaS, subscription, or automotive/repair industry
Previous exposure to collections or AR environments
