Collections Specialist – Virtual Assistant

About the Role

In this position, you will work closely with internal teams to ensure timely and accurate collections processes. Your excellent verbal and written communication skills in English will be essential in documenting customer interactions and updating payment status accurately. The role also involves responding to customer inquiries related to invoices, payments, and service charges, necessitating a strong attention to detail and good organizational skills.

What You Will Do

• Support the Collections Department with administrative tasks such as data entry and record-keeping
• Contact customers regarding outstanding balances and payment follow-ups via phone or email
• Provide clear and professional communication regarding billing and collections matters
• Document customer interactions and update payment status accurately in the CRM system
• Respond to customer inquiries related to invoices, payments, and service charges
• Collaborate with internal teams to ensure timely and accurate collections processes
• Maintain a professional and empathetic approach in all client interactions
• Develop and implement effective collections strategies to improve payment rates
• Analyze customer data to identify trends and areas for improvement
• Participate in training sessions to enhance collections skills and knowledge

What We Are Looking For

• Prior experience in collections or a related customer-facing financial support role
• Strong customer service experience with a focus on empathy and professionalism
• Excellent verbal and written communication skills in English
• Ability to handle sensitive payment conversations professionally and confidently
• Familiarity with service-based industries (e.g., restoration, cleaning, water/flood damage, or property repairs) is an advantage
• Strong attention to detail and good organizational skills
• Proficiency in Excel for data management and analysis
• Ability to work in a fast-paced environment with multiple priorities
• High school diploma or equivalent required; degree in a related field preferred

Nice to Have

• Experience with CRM software or similar collections management tools
• Knowledge of financial regulations and compliance standards
• Certification in customer service or collections management
• Experience in a remote work setting and ability to work independently
• Familiarity with digital payment systems and online banking

Benefits and Perks

• Competitive salary package
• Opportunity to work with a leading customer experience solutions company
• Remote work arrangement with flexible hours
• Professional development opportunities through training and workshops
• Access to the latest technology and tools for collections management
• Health and wellness benefits, including mental health support
• Paid time off and holidays
• Performance-based bonuses and incentives

• Ensure your resume highlights customer service experience, especially in collections or financial support roles.
• Practice your communication skills, especially in handling sensitive or confrontational customer interactions.
• Familiarize yourself with Excel and be prepared to demonstrate your proficiency in data management and analysis.
• Prepare examples of times when you effectively resolved customer complaints or improved payment rates.
• Research SnappyCX and its approach to customer experience to show your interest and knowledge during the interview.
• Consider creating a portfolio or examples of your work in collections to showcase your skills and strategies.