At South Star, we are committed to empowering businesses in the telecom sector by providing comprehensive support and management solutions for their IT infrastructure. Based in Navi Mumbai, we specialize in offering a wide range of services, including application environment support, IT infrastructure environment management, network monitoring, end-user support, and service design & monitoring. Our focus on the telecom sector allows us to deliver exceptional results that are tailored to our unique clients.

Collection Specialist / Portfolio Analyst

About the Role

South Star is seeking a senior-level Collection Specialist (internally aligned as a Portfolio Analyst) to manage a portfolio of U.S.-based customers. This role focuses on customer service–driven collections, billing analysis, and problem resolution rather than aggressive collections. The ideal candidate will be comfortable working directly with customers via phone and email, reviewing invoices, explaining charges, and collaborating across internal teams to resolve payment and billing issues.

Key Responsibilities

• Manage an assigned portfolio of customer accounts, typically smaller-value accounts with recurring activity.
• Run daily and periodic reports to identify delinquencies, risks, and follow-up actions.
• Prioritize outreach and proactively contact customers regarding past-due balances.
• Handle inbound customer calls routed through the receivables queue.
• Communicate professionally with U.S.-based customers via phone and email to resolve payment and billing questions.
• Review account activity and invoices; clearly explain charges and billing discrepancies.
• Negotiate payments and payment arrangements in a firm, friendly, and customer-focused manner.
• Process payments and secure promises to pay while maintaining positive customer relationships.
• Work cross-functionally with billing, sales, and operations teams to resolve disputes or remove obstacles to payment.
• Apply service credits or adjustments when appropriate and in line with policy.
• Schedule service interruptions when required, following established procedures.
• Track accounts through resolution until payment is received or the account is escalated to external collections.
• Document all customer interactions and actions accurately and thoroughly.

Required Skills and Experience

• Strong customer service mindset with the ability to handle difficult conversations professionally.
• Excellent analytical and problem-solving skills with strong attention to detail.
• Clear, professional verbal and written English communication skills.
• Experience working with U.S. customers, preferably in billing, receivables, banking, or customer service functions.
• Comfort reviewing invoices, analyzing account activity, and explaining charges to customers.
• Ability to negotiate and influence outcomes while remaining tactful and respectful.
• Strong time management skills with the ability to prioritize and independently manage a portfolio.
• Ability to work independently while also collaborating effectively within a team environment.
• Willingness and ability to work U.S. Eastern Standard Time hours (8:00 a.m. – 5:00 p.m. EST).

Preferred Qualifications

• 5+ years of experience in collections, receivables, or customer service–focused roles.
• Experience handling billing disputes and payment negotiations.
• College degree preferred but not required.
• Telecommunications or technology industry experience is a plus.
• Demonstrated ability to handle more complex customer issues with limited supervision.

Team Environment

You will join a collaborative and supportive team environment where knowledge-sharing is encouraged. Team members actively support one another, particularly when handling complex customer scenarios, ensuring consistent service quality and professional growth.