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About the Role
Manage demanding, escalated debt collection cases requiring specialized expertise. Conduct professional written correspondence with consumers, clients, and third parties. Systematically analyze case patterns and feedback to identify risks and areas for improvement. Uncover process weaknesses, develop concrete improvement suggestions, and act as a subject matter expert for the team.
Responsibilities
- Manage and independently handle demanding, contentious, or escalated debt collection cases requiring specialized expertise, from complex consumer objections to communication with external parties.
- Conduct demanding written correspondence with all parties, including consumers, clients, and external third parties such as debt counseling agencies, legal guardians, and legal representatives.
- Systematically analyze the reasons for escalations and incoming feedback, preparing findings as structured process feedback to identify risks and potential improvements.
- Actively identify process weaknesses using expertise, develop concrete suggestions for improving workflows and communication strategies, and support their implementation.
- Act as a subject matter expert and point of contact for colleagues on complex issues, helping to increase knowledge within the entire team.
Requirements
- Solid experience in handling demanding B2C cases, ideally in 2nd/3rd level support within debt collection or complaint handling.
- Ability to communicate effortlessly in a legal context, remaining professional in complex or emotional conversations and formulating clear, appropriate responses.
- Analytical and process-oriented mindset to solve cases, recognize patterns, critically evaluate existing processes, and drive sustainable change.
- Excellent German language skills and confident command of English, both written and spoken.
- Proficiency with MS Office and common CRM tools such as Zendesk.
- Completed commercial or legal assistant apprenticeship (m/f/d) is a plus.
- Experience in customer service within energy providers, FinTechs, or e-commerce companies is a plus.
- Experience working in international/European teams is a plus.
- Interest in new technologies like AI and a desire to help shape the digital transformation of service processes is a plus.
Skills
- B2C 2nd/3rd-Level Support
- Escalation Management
- Debt Collection
- Complaint Handling
- Written Communication
- German
- English
- Analytical Thinking
- Process Orientation
- MS Office
- CRM Tools
- Zendesk
Location
- Berlin-Charlottenburg
Work Type
- Hybrid
- Full-time
Experience Level
- Senior
Education Level
- Commercial apprenticeship
- Legal assistant apprenticeship
Salary/Compensations
- €47,000 - €57,000 per year
Benefits
- Permanent employment contract
- Flexible working hours
- 28 vacation days
- Subsidy for Deutschlandticket
- Access to Corporate Benefits
- Annual summer and winter party in Berlin
- Regular team events
- Individual further training budget
- Language courses
About the Company
- PAIR Finance is rethinking debt collection with its digital solution, characterized by a high standard of customer orientation and efficiency.
- We combine technology with psychology using artificial intelligence, acting as a technology leader to handle the entire debt collection process individually and straightforwardly.
- Supported by Pollen Street, a renowned private equity firm in the FinTech sector, and partnerships with investors like Zalando Payments, PAIR Finance offers an excellent opportunity to immerse in and shape the FinTech industry.
- At PAIR Finance, customer centricity, transparency, and integrity are central to our actions, values lived by all employees.
- Innovation and the drive to actively advance things are equally important.
Equal Opportunity
- PAIR Finance is an equal opportunity employer.
- We value a diverse team and an inclusive culture.
- We welcome applications from all qualified individuals, regardless of ethnic origin, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, or disability.