ClearGrid

• Revenue and billing operations: Run the recurring billing cycle end to end: commission and agency invoicing, and the usage based billing inputs, raising invoices accurately each cycle. • Month end ownership: Coordinate with the Head of Finance and the rest of the team to close the month on time. • Sense checking and anomaly catching: Build and run your own checks on the usage data that drives billing. • The bridge to the data team: Translate business and billing needs into clear, well scoped requirements the data and engineering team can deliver against. • Accounts receivable: Track receivables, chase outstanding balances, and keep a clean, current view of who owes what. • Audit and reconciliation support: Prepare schedules and reconciliations and support the external audit alongside the team.

Role Description The Debt Resolution Specialist is responsible for managing the recovery of overdue accounts, using a proactive and customer-centric approach. This role requires expertise in debt collection, a strong understanding of recovery strategies, and a focus on maintaining positive customer relations while ensuring compliance with relevant regulations and company policies. Key Responsibilities - Debt Collection: - Manage and directly handle debt recovery efforts for overdue accounts. - Develop and implement tailored debt resolution strategies based on customer circumstances. - Initiate contact with delinquent customers to negotiate settlements, payment plans, or full debt recovery. - Customer Relationship Management: - Maintain professional relationships with customers, ensuring a balance between firm collections and customer empathy. - Address complex or escalated customer accounts, working toward effective and amicable resolutions. - Resolve disputes and complaints while upholding a positive image for the company. - Compliance and Regulation: - Ensure adherence to all relevant debt collection laws, regulations, and company policies. - Stay informed on industry trends and legal changes to ensure best practices in the debt resolution process. - Performance Monitoring and Reporting: - Track personal performance metrics, including recovery rates and customer engagement. - Prepare and present reports on recovery activities, outlining key results and areas for improvement. - Regularly assess and adjust collection strategies to meet company recovery goals. - Operational Efficiency: - Continuously seek ways to streamline debt collection processes for improved productivity. - Utilize collection software and tools to track progress and maintain accurate records. - Collaboration and Stakeholder Management: - Work with internal teams to coordinate and support the overall debt recovery process. - Collaborate with external agencies or partners as needed to facilitate collections. Qualifications - Proven experience as a debt collection agent, with a minimum of 2 years in debt resolution. - Experience in GCC based debt collection agencies. - In-depth knowledge of debt collection laws, regulations, and best practices. - Strong communication and negotiation skills, with the ability to manage delicate conversations and resolve disputes. - Proficiency in debt collection software and tools. - Excellent organizational skills and the ability to prioritize tasks effectively. - Ability to handle high-pressure situations and manage customer concerns professionally. Preferred Qualifications - Certification in debt collection or related field. - Fluency in Arabic and English.

• Lead and manage the inbound team handling calls, emails, and WhatsApp interactions • Drive conversion of inbound borrower interactions into payments or PTPs • Design and optimize inbound workflows, queues, and SLAs • Monitor and improve key collection metrics (RPC, PTP, Kept PTP, Resolution Rate, CSAT) • Implement structured follow-up and escalation processes • Ensure the right balance between customer experience (empathy) and collections performance (firmness) • Collaborate closely with outbound collections teams and product/tech teams (automation, CRM improvements) • Identify and implement automation opportunities across inbound channels • Train and coach agents on communication, negotiation and objection handling

• Owning real ISDN (E1/T1) connectivity • Managing physical gateways and hybrid routing • Controlling carrier quality and signaling integrity • Supporting both AI-driven and human dialing systems

• Design, develop, and maintain Tableau dashboards and reports to present complex data in an intuitive and visually compelling manner • Work closely with stakeholders to understand their needs and deliver customized analytics solutions • Write efficient and optimized SQL queries to extract, transform, and analyze data from various sources • Ensure data accuracy, integrity, and consistency across datasets and reports • Analyze large datasets to identify trends, patterns, and anomalies • Provide actionable insights and recommendations to solve business challenges and improve processes • Collaborate with cross-functional teams, including business analysts, engineers, and leadership, to align analytics with business goals • Clearly communicate findings and insights to both technical and non-technical stakeholders