The Collections/Payments Specialist role is ideal for a proactive and customer-focused professional dedicated to ensuring seamless and timely payments for our clients. This position involves engaging with customers to provide payment reminders, address inquiries, manage chargeback disputes, and offer tailored solutions for smooth transactions. The ideal candidate is a strong communicator who excels at building positive relationships while maintaining efficient and effective payment processing.

Key Responsibilities

1. Customer Engagement & Payment Follow-Up

• Proactively reach out to customers via phone, email, or messaging platforms to remind them of upcoming or overdue payments.
• Provide friendly and professional assistance in resolving payment-related concerns.
• Offer payment solutions and guide customers on available payment options.
• Educate customers on billing policies, due dates, and payment methods to ensure seamless transactions.

2. Stripe Chargeback Management & Dispute Resolution

• Monitor and manage Stripe chargebacks and payment disputes.
• Investigate disputed transactions, gather necessary documentation, and submit compelling evidence to support the company’s case.
• Work closely with internal teams to prevent future chargebacks by identifying trends and improving payment processes.
• Ensure timely responses to chargeback claims to minimize financial impact and maintain a strong payment processing record.

3. Account Monitoring & Coordination

• Track customer payment statuses and update internal systems accordingly.
• Collaborate with internal teams (e.g., sales, finance, and customer service) to address billing discrepancies and ensure accurate account information.
• Support customers in setting up automated payments or alternative arrangements to enhance convenience.

4. Reporting & Process Improvement

• Maintain accurate records of customer interactions, payment commitments, and dispute resolutions.
• Prepare regular reports on payment trends, chargebacks, and customer feedback to improve collection strategies.
• Identify opportunities to enhance payment processes and improve the overall customer experience.

5. Customer Support & Relationship Management

• Act as a trusted advisor to customers, ensuring a smooth and stress-free payment experience.
• Maintain a positive and empathetic approach when handling customer inquiries or concerns.
• Work with the relevant stakeholders (from Risk to Finance & Operations) to develop strategies that improve payment success rates and minimize revenue loss.

Qualifications

Required Skills and Qualifications

• Minimum 1-2 years in a customer service role. Past experience in a tech-centric environment.
• Experience managing payment platforms such as Stripe or other payment gateways is a plus along with knowledge on managing chargebacks
• Proficiency in using CRM systems and familiar with Zendesk and Google Suite products.
• Fresh graduates are welcome to apply. High school diploma or equivalent required; college degree preferred.
• Strong interpersonal and communication skills – both written and spoken
• Exceptional problem-solving capabilities, capable of navigating complex situations with composure.
• Empathetic, yet business-oriented, and able to think and respond on your feet at the same time
• A strong will to learn and adapt to rapidly changing environments. Some customer service, PR, sales and/or business operations background may help
• Professional working proficiency in both reading and writing English.
• Working proficiency with Mandarin and Malay are desirable



If you are a highly motivated and results-oriented individual with a passion for creating memorable customer experiences, we encourage you to apply.