You'll contact existing clients about missed payments and outstanding balances across our coaching and education programs. You'll explain what's owing, understand what's preventing payment and work towards a clear next step within our payment policies. This role involves regular outbound calls and overdue-account collections. You'll need to be comfortable having difficult conversations, asking for payment and working towards measurable KPIs.
Key responsibilities
- Make outbound calls and follow up by SMS and email about overdue payments.
- Review account information before contacting clients so you can explain balances and payment obligations accurately.
- Help clients get their existing payment plans back on track and discuss approved repayment options where permitted.
- Confirm payment commitments and follow up when payments are due or commitments are missed.
- Record call outcomes, agreed actions and follow-up dates accurately in our Debt Collection dashboard.
- Recognise financial hardship, disputed balances and complaints, and escalate them through the appropriate process.
- Work with our finance and support teams to resolve account queries.
- Handle personal and financial information confidentially and follow applicable collections requirements.
About you
- Experience in collections, accounts receivable, credit control or a similar phone-based role is preferred.
- A explicit, confident phone manner and strong written communication.
- The ability to stay calm when a client is frustrated or a conversation becomes difficult.
- Good judgement about when to pursue a payment commitment and when to escalate an issue.
- Consistent follow-through, accurate record-keeping and confidence using online systems.
- A track record of working towards targets and taking responsibility for results.
About us WILD Success is a personal development and coaching education company. We're looking for someone who can confidently discuss overdue accounts, follow through on payment commitments and treat clients with respect.