Job Overview

We are looking for an OTC Collections Specialist to manage customer accounts, ensure timely collections, and support improvements in cash flow and customer satisfaction. This role serves as a subject matter expert in collections processes and works closely with the team lead to drive performance and continuous improvement.

Key Responsibilities

• Collect customer receivables while maintaining strong customer relationships
• Negotiate payment arrangements based on customer financial situations
• Monitor and improve DSO (Days Sales Outstanding) and collections KPIs
• Act as a process expert and share best practices within the team
• Provide feedback, coaching, and action plans to improve team performance
• Resolve billing disputes and customer queries using CRM tools
• Accurately document call outcomes and apply correct wrap codes
• Ensure compliance with debt collection policies and risk standards
• Act as officer-in-charge when the team lead is unavailable

Qualifications & Experience

• Bachelor’s degree in Business or any related field (financial background preferred)
• Experience in Credit & Collections, Credit Management, or Customer Service
• Proven track record working in a credit management or shared services environment
• Able to perform under high-volume and fast-paced settings
• Knowledge of outbound telephony, including predictive and progressive dialers
• Experience using CRM systems and SAP is an advantage