XTN-7F83165 | CUSTOMER SUCCESS COLLECTIONS SPECIALIST

Randem Group Limited is committed to delivering exceptional customer experiences and maximizing financial performance through efficient and empathetic engagement with our clients. We believe in nurturing long-term relationships and facilitating both customer satisfaction and revenue recovery where necessary.

The Customer Success Collections Specialist plays a dual role: ensuring customer satisfaction and relationship retention, while also managing and executing the collections process for overdue accounts. This role requires strong communication, negotiation skills, empathy, and a good understanding of financial or credit operations. The ideal candidate helps reconcile customer concerns with company financial goals, aiming to reduce delinquency and maintain healthy cash flows.

• Competitive salary + performance‑based incentives
• Opportunities for professional development and training
• A collaborative, supportive team environment
• Flexible work arrangements (if applicable)
• Benefits package

• Monitor customer accounts to identify overdue balances and potential credit risks.
• Proactively reach out to customers via phone, email, or other channels to collect outstanding payments while maintaining positive customer relationships.
• Negotiate payment plans or settlements in alignment with company policy.
• Collaborate with Customer Success / Account Management teams to understand service-related issues that may be causing or contributing to non‑payment.
• Document all collection activities, outcomes, and customer interactions accurately in CRM or financial systems.
• Escalate delinquent accounts to management or legal (if necessary), following company protocols.
• Participate in the development and continuous improvement of collection strategies, policies, and procedures.
• Provide regular reports on collection metrics (e.g., days past due, amounts collected, promises to pay, delinquency rates) to relevant stakeholders.
• Handle customer inquiries related to billing, payment, disputes, and ensure resolutions are aligned with customer success goals.
• Maintain updated knowledge of any relevant regulations, compliance requirements, and best practices in collections.

• Bachelor’s degree in Finance, Business, Accounting, or related field preferred.
• Prior experience (e.g. 2‑4 years) in collections, accounts receivable, credit control, or customer success roles.
• Strong verbal and written communication skills; ability to engage diplomatically with customers in sensitive financial discussions.
• Negotiation skills with a balance of firmness and empathy.
• Good problem‑solving skills; able to analyze account histories, payment trends, and customer feedback.
• Detail‑oriented, organized, with ability to manage multiple accounts and priorities.
• Familiarity with CRM systems, collections or billing software, and MS Office (especially Excel).
• Integrity and understanding of regulatory compliance regarding collections, data protection, and fair debt practices.