Collections Specialist

Pavago Costa Rica
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Position Type: Full-Time, Remote

Working Hours: U.S. Business Hours

About the Role

We are hiring a results-driven Collections Specialist to take ownership of past-due accounts and drive consistent payment recovery.

This is a high-intensity, outbound calling role where you will be responsible for engaging customers, resolving outstanding balances, and protecting company revenue. You will play a key role in maintaining cash flow by ensuring timely follow-ups and payment resolutions.

This role requires someone who is confident on calls, persistent with follow-ups, and comfortable making 100+ outbound calls daily.

What You’ll Be Responsible For

Collections & Payment Recovery

  • Make 100+ outbound calls daily to customers with overdue invoices
  • Follow up consistently via calls and emails until payment resolution
  • Navigate gatekeepers and reach decision-makers responsible for payments
  • Handle objections and drive conversations toward payment commitments

Billing Issues & Case Resolution

  • Investigate billing discrepancies and customer concerns
  • Identify root causes of delays and work toward resolution
  • Coordinate internally to resolve issues impacting payments

CRM Management & Documentation

  • Maintain accurate records of all calls, follow-ups, and outcomes in CRM (Salesforce or similar)
  • Track customer interactions, payment commitments, and next steps
  • Ensure no account is left unattended or without follow-up

Customer Communication

  • Communicate clearly and professionally with customers
  • Provide updates on payment status and issue resolution
  • Maintain a balance between firmness and professionalism in collections conversations

Process Improvement & Reporting

  • Identify recurring issues impacting collections
  • Share insights to improve processes and recovery rates
  • Maintain consistency in daily activity and reporting

Must-Have Experience & Skills (Non-Negotiables)

  • Proven experience in collections, accounts receivable, or high-volume outbound calling roles
  • Comfortable making 100+ outbound calls per day consistently
  • Strong objection-handling and negotiation skills
  • Experience using CRM tools (Salesforce or similar)
  • Excellent verbal and written English communication skills
  • High attention to detail and accuracy in documentation
  • Ability to manage multiple accounts and follow-ups simultaneously

What Makes You a Strong Fit

  • You are persistent and follow up until resolution
  • You are confident handling difficult conversations
  • You thrive in a target-driven, high-activity environment
  • You take ownership of your performance and results

Key Performance Indicators (KPIs)

  • Daily call volume (100+ calls/day)
  • Number of payments collected / accounts resolved
  • Follow-up consistency and response time
  • Accuracy of CRM updates and documentation
  • Reduction in outstanding receivables

Interview Process

  1. Initial Screening Call
  2. Recruiter Interview
  3. Final Interview
  4. Offer & Onboarding

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