B2B Collection Specialist

Role Overview

B2B Collection Specialist at Zain Group. The role manages and collects outstanding payments from Enterprise B2B accounts, resolves customer billing problems, and reduces accounts receivable.

Role Purpose

Manage collections from Enterprise B2B accounts by contacting customers, negotiating payment agreements, monitoring account status, resolving billing disputes, and ensuring timely processing of payments and refunds while maintaining compliance with company policies and local regulations.

Key Responsibilities

Collections Management

• Contact customers via phone or email to initiate collections efforts for outstanding accounts and negotiate payment agreements.
• Contact enterprise customers and discuss their overdue payments.
• Monitor enterprise B2B accounts and impending payments due and register whether these have been received.
• Oversee the identification of outstanding account receivables and overdue accounts.
• Take actions to encourage timely payments for enterprise accounts, such as sending reminders or informing account holders that services may be paused.
• Ensure that disconnections are conducted as per policy and monitor auto-reconnection on payment.

Billing & Account Resolution

• Resolve customer issues and complaints regarding billing or collection.
• Resolve customer credit issues.
• Oversee investigation of discrepancies between customer records and billing systems.
• Review any discrepancies between customer records and billing systems.
• Ensure that payments and refunds are processed promptly.
• Ensure that account status records are updated promptly.

Escalation & Stakeholder Management

• Escalate any customer issues or complaints regarding billing or collection to the enterprise collection professional and/or the department manager.

Reporting & Analysis

• Prepare reports on collection activities and progress based on established KPIs.
• Experience designing KPIs, reports, dashboards.

Policy & Compliance

• Develop and update policies and procedures related to Collections in coordination with Finance and Zain Kuwait B2B management.
• Perform all roles and responsibilities in compliance with the Information Security Management System (ISMS) policies and report any information or physical security breaches or incidents to the supervisor or manager immediately.
• Be aware of and adhere to all environmental requirements as set by the statutory bodies in Kuwait or by the published policies of Zain Group/Kuwait.
• Zain abides by fulfilling the occupational health and safety certificate requirements that establish and maintain an OH&S management system that eliminates hazards and minimizes OH&S risks, including system deficiencies.

Qualifications & Experience

• Bachelor's Degree required in Business, Marketing, or a related field.
• Collection Specialist or similar role, preferably for technology products, 5+ years experience.
• Proven experience as a Collection Specialist or similar role.
• Knowledge of collection laws and regulations in Kuwait.
• Excellent knowledge of billing procedures.

Skills & Competencies

• Ability to communicate, present, and influence all levels of the organization.
• Excellent relationship-building skills with customers.
• Strong problem-solving skills and ability to identify and frame key issues.
• Ability to analyze a situation and produce creative, original, and useful solutions.
• Knowledge of various collection techniques.
• Strong quantitative, analytical reasoning, and modelling abilities.
• Strong understanding of telecommunications products, trends, and technology markets.
• Advanced MS Office skills, including Excel, Word, and PowerPoint.
• Comfortable working with targets.