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 transparent 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.
* Good 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