Collections Specialist (English-Spanish)

About the role

Thryv is looking for a Collections Specialist to drive customer retention and satisfaction while managing a portfolio of clients facing payment challenges. The role works through a team approach to save delinquent clients, engaging sales and operations teams, evaluating each situation, identifying disputes or barriers to payment and recommending solutions. Interviews are held in English and the position requires bilingual communication (English and Spanish); candidates must send their CV in English.

Key responsibilities

• Receive case notifications, contact clients, engage the necessary teams and monitor progress; suspend cases for non-payment where applicable.
• Conduct cancellation reviews by contacting clients and informing teams of the status.
• Partner with Client Care, Billing, Cash, Sales and Campaign Managers on disputes, billing errors, cancellations, misapplied funds and product or program assistance.
• Process credit card and electronic check payments, update payment methods for credit card, MAP and Auto Pay clients, and provide invoices, billing breakdowns and payment history on request.
• Update billing contact details (phone, point of contact, address).
• Negotiate payment plans, payment arrangement agreements or settlement agreements.

Required profile

• Aged 18 or older.
• Knowledge of B2B collections and accounts receivable procedures.
• Industry knowledge of internal products and the ability to explain the value of the client's program.
• Strong written and verbal communication, conflict resolution and customer service skills, with the ability to build rapport and find the reason for delinquency.
• Time management and organizational skills to handle multiple priorities and meet performance targets.
• Successful completion of pre-employment screening and any required training or orientation.

Required skills

• Technical skills with industry tools and systems such as Kgen, VAST, UNIX, Windows, WCC, AutoSys and Microsoft Office.

What we offer

• Private medical insurance and life insurance.
• Meal, electricity and internet subsidies, and education subsidy.
• Remote work and flexible extra time off.
• Paid time off during winter and international discounts.