Collections Specialist

Job Description

Responsibilities

• Managing outbound communications to customers via email, phone and SMS
• Supporting the prep and review of accounts being referred to our external collections partner (VL)
• Maintaining clear, accurate and up-to-date records on our internal collections board
• Helping to answer account-related questions from internal teams
• Building strong working relationships with external agencies to ensure timely follow-ups
• Assisting in the implementation of new processes and providing feedback to improve them
• Following up on failed payments or broken payment arrangements
• Analysing payment trends and flagging early warning signs to the team
• Supporting internal handovers from customer support when payment issues arise
• Helping to keep collections outreach templates up to date and aligned with our tone of voice
• Making sure we stay compliant with company policies and relevant regulations

Requirements

• Prior experience in collections, payments, or customer support environment - preferably 4-5 years)
• Analytical experience - preferable
• Strong communication skills – written and verbal
• Comfortable working with data and CRM tools (e.g. Notion, HubSpot, Jira or similar)
• A proactive mindset – you spot problems early and get stuck in to help solve them
• Organised and reliable – you’ll be juggling multiple accounts and priorities
• Team player with a genuine interest in helping customers find the best outcome
• A high school diploma or equivalent, as well as a bachelor's degree, is a plus.

Benefits

• Fully flexible working hours (our core hours are 11 am to 4 pm, but outside of these you decide if you thrive AM or PM)
• Hybrid - 1 day per week in our London office (Shoreditch) - we trust you and we're sure you'll do great work from home
• Generous parental leave - we want all Sapients to feel supported in terms of being there for their family
• 6 weeks of remote work throughout the year - feel free to travel, visit friends or family you might have abroad or simply recharge by working from home during this time
• Full access to LinkedIn Learning - we believe a culture of learning is paramount to the success of every Sapient, so you can benefit from more than 100,000 courses on a variety of topics to nurture your growth
• Full access to Calm - your well-being and overall mental health are of utmost importance to us, so we are keen to ensure you feel supported in this regard
• 30 days holiday allowance additional to bank holidays - we're keen to make sure you have time to rest and enjoy life outside work