B2B Collection Specialist

Zain is the pioneer of mobile telecommunications in the Middle East. We began life in 1983 in Kuwait as the region’s first mobile operator, and since the initiation of our expansion strategy in 2003, we have expanded rapidly. Read more here:

The B2B Collection Specialist is responsible for managing and collecting outstanding payments from Enterprise B2B accounts. In addition, the B2B Collection Specialist responsible for other aspects of collections, such as resolving customer billing problems and reducing the number of accounts receivables.

• Contact customers via phone or email to initiate collections efforts for outstanding accounts and negotiate payment agreements
• Escalate any customer issues or complaints regarding billing or collection to the enterprise collection professional and/or the department manager
• Monitor enterprise B2B accounts and impending payments due and register whether these have been received
• Oversee the identification of outstanding account receivables and overdue accounts
• Oversee investigation of discrepancies between customer records and billing systems
• Take actions in order to encourage timely payments for enterprise accounts (send reminders, inform account holder that services may be paused etc.)
• Ensure that payments and refunds are processed promptly
• Resolve customer issues and complaints regarding billing or collection
• Resolve customer credit issues
• Contact enterprise customers and discuss their overdue payments
• Ensure that account status records are updated promptly
• Review any discrepancies between customer records and billing systems
• Prepare reports on collection activities and progress based on established KPIs
• Ensure that disconnections are conducted as per the policy and monitor auto-reconnection on payment
• Develop and update policies and procedures related to Collections in coordination with Finance and Zain Kuwait B2B management
• Perform all the above-mentioned roles and responsibilities in compliance to the Information Security Management System (ISMS) policies and report any information/physical security breaches or incidents to the supervisor/manager immediately
• Be aware of, and adhere to, all environmental requirements as set by the statutory bodies in Kuwait, or by the published policies of Zain Group/Kuwait
• Zain abides by fulfilling the occupational health and safety certificate requirements that establishes and maintains an OH&S management system that eliminate hazards and minimizes OH&S risks (including system deficiencies), take advantage of OH&S

• Ability to communicate, present and influence all levels of the organization
• Proven experience as a Collection Specialist or similar role
• Excellent knowledge of billing procedures
• Knowledge of various collection techniques
• Comfortable working with targets
• Knowledge of collection laws and regulations in Kuwait
• Strong quantitative, analytical reasoning and modelling abilities
• Strong problem-solving skills and ability to identify and frame key issues
• Excellent relationship building skills with customers
• Ability to analyze a situation and produce creative, original and useful solutions
• Strong understanding of telecommunications products, trends and technology markets
• Advanced MS Office skills (Excel, Word, PowerPoint, etc.)
• Bachelor’s Degree required
• Business, Marketing or a related field
• Collection specialist or similar role, preferably for technology products 5+