Job description for Collections Executive at Cinch
Position Overview
The Collections Specialist role is ideal for a proactive and customer-focused individual dedicated to ensuring seamless and timely payments. This position involves engaging with customers to provide payment reminders, address inquiries, manage chargeback disputes, and offer tailored solutions to support smooth transactions. The ideal candidate is a strong communicator who excels at building positive relationships while maintaining efficient and effective payment processes.
Key Responsibilities
1. Customer Engagement & Payment Follow-Up
Proactively contact customers via phone, email, or messaging platforms to remind them of upcoming or overdue payments.
Provide courteous and professional assistance in resolving payment-related issues.
Offer appropriate payment solutions and guide customers on available options.
Educate customers on billing policies, due dates, and accepted payment methods to ensure smooth transactions.
2. Stripe Chargeback Management & Dispute Resolution
Monitor and manage Stripe chargebacks and related payment disputes.
Investigate disputed transactions, gather documentation, and submit compelling evidence to support the company’s position.
Collaborate with internal teams to prevent future chargebacks by identifying trends and enhancing payment processes.
Ensure timely responses to chargeback claims to reduce financial impact and uphold a strong processing record.
3. Account Monitoring & Coordination
Track customer payment statuses and update internal systems accurately.
Coordinate with teams across sales, finance, and customer support to resolve billing discrepancies.
Assist customers with setting up automated payments or alternative arrangements to improve convenience.
4. Reporting & Process Improvement
Maintain thorough records of customer interactions, payment agreements, and dispute outcomes.
Generate regular reports on payment trends, chargebacks, and customer feedback to refine collection strategies.
Identify opportunities to optimize payment processes and elevate the customer experience.
5. Customer Support & Relationship Management
Serve as a reliable point of contact for customers, promoting a stress-free payment experience.
Handle inquiries and concerns with empathy and professionalism.
Collaborate with stakeholders across Risk, Finance, and Operations to enhance payment success and reduce revenue loss.
