Senior Collections Specialist Pakistan - Remote

The Collection Operations Specialist (L3) manages advanced, day-to-day collections operations with increased autonomy, serves as a point of escalation for moderately complex cases, and contributes to process and tooling improvements—all within established frameworks and SOPs. This role is aligned to Motive’s L3 competencies in scope/execution, domain expertise, user focus, collaboration, and problem solving.

You will execute Tier 2 payment processing and Credit application and investigations in Zuora (e.g., check/ACH applications, initial payment failure cases), resolve successful payment cases, and close the loop in the system-of-records with accurate audit trails. You will manage and resolve a broad range of operational collection cases (e.g., invoice breakdowns, customized invoicing, payment plan set-ups within guidelines, ACH returns follow-through, Vendor Finance payments and reconciliations), escalating per SOPs when needed. You will drive timely, consistent customer outreach (email/phone/portal) for MPF/returns cases and aging follow-up, adhering to team SLAs (e.g., 3-hour email response on assigned cases) and cadence standards.

You will analyze portfolio/aging, identify trends affecting payment success/failures, and share actionable insights and recommendations with team leads to improve outcomes and recovery speed. You will contribute to process documentation and SOP refinement and recommend small-scale optimizations that increase operational efficiency and data quality. You will collaborate cross-functionally (Sales, Customer Service, Finance, Billing) to remove routine blockers and ensure clean invoicing, correct ownership, and timely case resolution. You will participate in quality reviews and feedback loops and maintain high standards of communication hygiene, case notes, and compliance (e.g., PCI considerations, record completeness).

You'll own tangible outcomes in cash conversion while shaping how we scale our collections operations, contributing directly to portfolio health, customer retention, and operational excellence across Billing/Collections.