In 2025, we will be rolling out worldwide our new TMS (Transport management solution) Parcelhero Pro, which enables retailers to pay a monthly subscription to centralise all orders and ship on their own carrier accounts using our cutting-edge shipping platform.
At ParcelHero, we foster a collaborative and innovative culture where every team member's voice matters. We're a fast-paced, remote-first company that values initiative, adaptability, and a strong sense of ownership. If you're someone who thrives in a dynamic, ambitious, and forward-thinking team, youll fit right in with us.
The role
We are seeking an enthusiastic, highly motivated Senior Debt Collector experienced in collecting consumer and smallbusiness (SMB) debts. Youll contact customers regarding outstanding balances related to parcel deliveriesan emotive context that demands empathy, persuasion, and calm under pressure. Youll negotiate full payment or sustainable payment plans, perform lawful skiptracing when contact data is invalid, and prepare/review prelegal documentation for court action when required.
Mission: Recover cash quickly and fairly while preserving brand reputation and customer relationships.
Key Responsibilities
Portfolio ownership: Manage a rolling book of consumer & SMB accounts; prioritise by age, balance, risk, and dispute status.
Contact & negotiation: Reach debtors via phone, SMS, email, and letters; use consultative negotiation to agree payment in full or a compliant instalment plan.
Emotive case handling: Defuse irate customers linked to delivery issues (loss, delay, damage); separate service complaints from debt obligations; escalate legitimate service failures for remediation/credits.
Skiptracing: Lawfully locate debtors when numbers/addresses are invalid (opensource checks, directories, creditreferencing data available to the company); verify identity before discussing account details.
Dispute resolution: Log, triage, and resolve disputes; gather evidence (proof of delivery, timestamps, photo confirmation, carrier notes) to close disputes and proceed to collection.
Prelegal workflow: Draft/review preaction notices, statements of account, call notes, and evidence bundles; liaise with internal legal/admin and external counsel; track deadlines.
Compliance & conduct: Follow applicable debt collection, consumer protection, antiharassment, and dataprivacy rules for the operating country; adhere to callattempt/timeofday limits and disclosure scripts.
Reporting & hygiene: Keep CRM/collections system up to date; log every attempt/contact/outcome; forecast cash; flag systemic reasons for nonpayment.
Continuous improvement: A/B test scripts, contact cadences, and settlement offers; feed insights to Finance, Ops, and Customer Service.
Required Experience
47+ years in consumer and/or SMB collections, ideally within eCommerce, logistics, delivery, or utilities/telecoms/finservices.
Demonstrated success meeting cash collected, PTPkept (promisetopay kept), and daystocollect targets.
Skilled in highvolume outbound calling with excellent written followups (SMS/email/letters).
Handson with a collections CRM, dialer/VoIP, payment gateways, and basic spreadsheets.
Comfortable preparing prelegal packs and collaborating with legal administrators/counsel.
Nice to have: Experience across multiple jurisdictions; multilingual; prior chargeback/dispute handling; knowledge of courier/carrier operations.
Skills And Competencies
- At least one years of experience collecting consumer debt
- At least 5 years experience collecting business debt
- Persuasive negotiator with tact and resilience; balances firmness with empathy
- Deescalation mastery: active listening, labeling emotions, reframing, and solutioning
- Processdriven: disciplined followup, meticulous notes, and evidence capture
- Dataliterate: reads dunning reports, cohorts, and contactstrategy results; iterates
- Integrity & compliance first mindset; protects customer data and brand
- 8:30am to 5pm Mon-Fri (GMT)
- 15 days holiday per year
- You work as a contractor and are responsible for your own tax
- You need a min 20 MB broadband line, and your own PC/Laptop and headset
