Accounts Receivables: Failed Payment Recovery

Accounts Receivable & Payment Recovery Specialist Speak Your Way To Cash® Mission of the Role The Accounts Receivable & Payment Recovery Specialist is responsible for maximizing collected revenue while preserving positive client relationships. Your primary goal is to recover outstanding payments from event attendees, coaching clients, academy members, and other customers while delivering an exceptional customer experience. You will proactively contact clients, resolve payment issues, respond to chargebacks, negotiate payment arrangements when appropriate, and ensure that revenue owed to the company is successfully collected. This role requires both empathy and accountability. You must be comfortable having difficult conversations while maintaining professionalism, compassion, and firmness. Key Performance Indicators (KPIs) Success in this role will be measured by: Payment Recovery Recover at least 70% of failed payments each month. Reduce delinquent accounts. Increase successful payment plan completion rates. Chargeback Management Respond to 100% of chargebacks within required deadlines. Maintain strong documentation for disputes. Improve chargeback win rates. Customer Communication Respond to customer inquiries within one business day. Maintain professional and empathetic communication. Resolve payment issues quickly and effectively. Account Management Maintain accurate account records. Ensure payment plans are properly tracked. Escalate high-risk accounts when necessary. Responsibilities Failed Payment Recovery Monitor failed payments daily. Contact customers by email, text, and phone. Identify reasons for payment failures. Assist customers with updating payment information. Re-establish interrupted payment plans. Follow up consistently until resolution. Chargeback Management Review incoming chargebacks. Gather supporting documentation. Draft and submit dispute responses. Coordinate with internal teams when additional information is needed. Track chargeback outcomes and reporting. Client Communication Speak directly with clients by phone when needed. Handle sensitive financial conversations professionally. Demonstrate empathy while maintaining company policies. Help clients identify solutions whenever possible. Account Monitoring Track aging receivables. Monitor outstanding balances. Maintain accurate records within company systems. Provide weekly reports on recovery efforts. Payment Platform Management You will work inside: Kartra Stripe PayPal Fanbasis Previous experience is helpful but not required. We will train the right candidate. Ideal Candidate You are: Empathetic but firm. Comfortable speaking with clients by phone. Detail-oriented. Tech savvy. Organized. Professional under pressure. Skilled at difficult conversations. Persistent without being aggressive. Able to follow systems and document your work. You understand that every recovered payment directly impacts company revenue and client success. Experience Preferred Accounts receivable experience. Collections experience. Customer success experience. Chargeback dispute experience. Payment plan management. CRM and payment processor experience. Experience working remotely. Experience in coaching, education, events, memberships, or online business industries is a plus. What Success Looks Like Outstanding balances are consistently collected. Clients feel respected and supported. Chargebacks are addressed quickly and professionally. Payment recovery rates exceed company goals. Revenue loss from failed payments is minimized. The company has accurate reporting on receivables and collections. This role directly contributes to the financial health and growth of Speak Your Way To Cash®.