Senior Collection Specialist (m/w/d) - Customer Service
Core
Senior specialist handling escalated B2C debt collection cases, analyzing patterns to optimize processes, and acting as a subject matter expert for the team.
Role type
Senior IC collection specialist (escalations & process optimization)
Builds
Debt collection workflows and communication strategies for B2C consumers
Domain
Fintech / Debt collection
Required skills
Escalation management, B2C support (2nd/3rd level), complex written communication, legal context communication, pattern analysis, process optimization, MS Office, CRM tools (Zendesk)
Preferred skills
Commercial or legal background, experience in energy/FinTech/eCommerce, international team experience, affinity for AI/digital transformation
Technologies
Zendesk, MS Office
Responsibilities
Manage and resolve complex, escalated, or disputed B2C debt collection cases; conduct precise written correspondence with consumers, clients, and external third parties (debt counseling, legal representatives); analyze escalation patterns and feedback to identify risks; develop and implement process improvements and communication strategies; serve as a subject matter expert and mentor for the team
Seniority
Senior, hands-on IC