Reporting to: Credit Control Manager Working hours: UK Shift Job Responsibilities: Collections escalation and On Stop process Manage the collections escalation process for overdue accounts, ensuring pre-escalation steps are complete before formal action is taken.

Liaise with Sales and internal teams to obtain additional contacts, background information and context needed to support resolution.

Carry out customer and business checks using Companies House and online research where required.

Prepare On Stop summaries for review by the Manager Issue internal two-day notifications and formal five-day letters to customers.

Contact customers by phone and email to confirm receipt of formal communication and seek resolution of overdue balances.

Manage internal and customer responses arising from escalation activity.

Coordinate service blocks and credit blocks, ensuring relevant internal colleagues are informed.

Manage customer reactivation following settlement or agreed resolution.

Maintain clear records of escalation activity, outcomes and next steps.

Provide reporting and analysis on collections escalation performance. Disputed and queried invoices Review invoices flagged as in query or disputed and work with internal teams to identify actions required to resolve disputes or billing issues.

Track progress of queried invoices and help ensure blockers are followed up promptly.

Identify common root causes and suggest practical improvements or standard solutions.

Report key blockers in query resolution to senior stakeholders where required.

Ensure dispute flags are removed once resolved so normal collections activity can resume. Insolvency, legal and external agency support Manage the process when insolvency,



administration or liquidation notifications are received.

Liaise with insolvency practitioners and complete proof of debt documentation where required.

Update internal stakeholders and customer records accurately.

Ensure unpaid invoices are reviewed and recommended for bad debt provision where appropriate.

Prepare relevant information for legal escalation, including Letter Before Action and CCJ preparation where required.

Liaise with external collection agencies where legal action is not appropriate.

Qualifications & Capabilities:

5+ years previous experience in credit control, collections or accounts receivable.

Strong understanding of overdue debt escalation processes.

Confident written and verbal communication skills.

Ability to manage sensitive customer conversations in a calm and professional manner.

Strong stakeholder management skills across Sales, Finance and operational teams.

Confidence with presenting to the Senior Leadership Team.

Positive attention to detail and accurate record keeping.

Confident using Microsoft Outlook and Excel.

Strong analytical skills.

Organised and able to manage multiple cases or workstreams simultaneously.

Experience managing formal debt escalation processes resulting in service block, credit block or account suspension processes.

Experience dealing with disputed invoices or query resolution.

Knowledge of insolvency processes, proof of debt claims or external debt recovery agencies.

Professional and resilient when handling difficult conversations.

Collaborative, with a practical approach to working across teams.

Able to identify process issues and suggest improvements.

- Comfortable working in a fast-paced environment with competing priorities.

Credit

Management qualification is desirable but not essential

📌 Collections Specialist (Pune)
🏢 Finance
📍 Pune