Collections Specialist

Summary

Join SAPI, a company building custom financing products, as a Collections Specialist. This role involves managing outbound communications with customers, supporting account referrals, maintaining accurate records, and collaborating with external agencies. You will also contribute to process improvements, analyze payment trends, and assist with customer support issues. This position requires strong communication and analytical skills, experience with data and CRM tools, and a proactive mindset. SAPI offers flexible working hours, hybrid work arrangements, generous parental leave, remote work opportunities, access to LinkedIn Learning and Calm, and a generous holiday allowance.

Requirements

• Prior experience in collections, payments, or customer support environment - preferably 4-5 years)
• Strong communication skills – written and verbal
• Comfortable working with data and CRM tools (e.g. Notion, HubSpot, Jira or similar)
• A proactive mindset – you spot problems early and get stuck in to help solve them
• Organised and reliable – you’ll be juggling multiple accounts and priorities
• Team player with a genuine interest in helping customers find the best outcome

Responsibilities

• Managing outbound communications to customers via email, phone and SMS
• Supporting the prep and review of accounts being referred to our external collections partner (VL)
• Maintaining clear, accurate and up-to-date records on our internal collections board
• Helping to answer account-related questions from internal teams
• Building strong working relationships with external agencies to ensure timely follow-ups
• Assisting in the implementation of new processes and providing feedback to improve them
• Following up on failed payments or broken payment arrangements
• Analysing payment trends and flagging early warning signs to the team
• Supporting internal handovers from customer support when payment issues arise
• Helping to keep collections outreach templates up to date and aligned with our tone of voice
• Making sure we stay compliant with company policies and relevant regulations

Preferred Qualifications

• Analytical experience - preferable
• A high school diploma or equivalent, as well as a bachelor's degree, is a plus

Benefits

• Fully flexible working hours (our core hours are 11 am to 4 pm, but outside of these you decide if you thrive AM or PM)
• Hybrid - 1 day per week in our London office (Shoreditch) - we trust you and we're sure you'll do great work from home
• Generous parental leave - we want all Sapients to feel supported in terms of being there for their family
• 6 weeks of remote work throughout the year - feel free to travel, visit friends or family you might have abroad or simply recharge by working from home during this time
• Full access to LinkedIn Learning - we believe a culture of learning is paramount to the success of every Sapient, so you can benefit from more than 100,000 courses on a variety of topics to nurture your growth
• Full access to Calm - your well-being and overall mental health are of utmost importance to us, so we are keen to ensure you feel supported in this regard
• 30 days holiday allowance additional to bank holidays - we're keen to make sure you have time to rest and enjoy life outside work