Collections Specialist

Motive

Collections Specialist handling dunning queues for failed payments at Motive. Collaborating with customers for payment recovery and contributing to team recovery targets.

Posted 6/1/2026full-timeIslamabad • 🇵🇰 PakistanJuniorWebsite

Tech Stack

Tools & technologies

ERPSFDC

About the role

Key responsibilities & impact

Manage dunning queues for failed card payments; prioritize by risk/exposure and act quickly after declines.
Identify decline reasons (e.g., insufficient funds, expired card, do not honor, issuer unavailable, AVS/CVV mismatch) and follow SOP resolution paths.
Guide customers to update payment methods via the self-serve portal; when needed, collect updates through approved workflows without storing/transmitting card data (PCI-DSS compliant).
Execute payment retries per approved schedules; document outcomes and next steps in the system of record.
Use approved email/phone templates for outreach; escalate non-responsive or high-risk accounts in accordance with policy.
Create and update Salesforce cases with complete notes, commitments, and supporting docs; keep statuses current for partner teams.
Partner cross-functionally on straightforward blockers (pricing, tax, credit corrections) by opening well-documented cases and tracking to resolution.
Provide accurate daily status updates and support short-interval recovery forecasts; ensure clean month-end cutoffs.
Support customers with billing inquiries and payment declines/failures.
Review invoices, payments, refunds, chargebacks, credits, and write-offs to support account reconciliations.
Analyze account documents/data for accuracy; obtain missing or corrected information.
Follow SOPs, review processes, and recommend improvements.
Ensure proper period cutoffs for month-end close.
Serve as the point person for collections-related support cases.
Work with cross-functional teams to ensure data quality and consistency.
Work comfortably with spreadsheets, internet applications, and ERP systems.
Enter data accurately across electronic systems.
Interface with Sales, Customer Success, and Fulfillment to ensure rapid issue resolution.

Requirements

What you’ll need

1–2 years in collections, payments support, or a customer-facing SaaS collections role
Independent self-starter; adaptable in a fast-paced, changing environment
Excellent written and verbal communication
High attention to detail
Able to work under pressure and strict deadlines; flexible
Comfortable with ambiguity; strong problem-solver and quick thinker
Clear, professional communicator (email and phone) with disciplined follow-up; empathetic and firm
Proficient in Google Sheets/Excel for list management and simple reporting
Detail-oriented, organized, and comfortable working to strict SLAs and month-end timelines
Receptive to feedback; continuous improvement mindset
Able to identify broader issues and recommend improvements
Resilient under workplace demands (remote/office)
Knowledge of Zuora is a plus
Experience with Salesforce.com is a plus
Bachelor’s in Accounting, Finance, Business, or related field is a plus

Benefits

Comp & perks

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

collectionspayments supportdata analysisaccount reconciliationSOP compliancepayment processingbilling inquirieschargebackscredit correctionsdata entry

Soft Skills

excellent communicationattention to detailproblem-solvingadaptabilitytime managementorganizational skillsresilienceempathyindependenceflexibility