Payment Recovery Specialist

About the role

ELVTR is looking for an experienced Payment Recovery Specialist to lead its customer retention strategy. In this remote, full‑time position you will protect the learner experience while driving sustainable revenue growth through creative refund alternatives and proactive payment collection.

Key responsibilities

• Own the end‑to‑end retention process, handling refund requests and negotiating win‑win solutions such as account credits, payment plans, partial refunds or course transfers.
• Recover overdue installment payments by engaging learners, resolving billing issues and collaborating with the Billing team to reduce defaults and chargebacks.
• Analyze root causes of refunds and payment failures, delivering actionable insights to Sales, Product and Operations.
• Develop, test and continuously improve retention workflows, communication scripts and internal processes.
• Track, report and act on key metrics including refund rate, retention rate, recovered revenue and installment recovery.

Required profile

• Proven experience in payment recovery, collections, or customer retention within a fast‑paced, KPI‑driven environment.
• Exceptional negotiation skills with a focus on creating win‑win outcomes.
• Strong analytical mindset; comfortable using data to identify trends and improve processes.
• Excellent written and verbal communication, able to interact confidently with customers and cross‑functional teams.
• Highly organized, self‑motivated and able to take ownership of projects.

Required skills

• Negotiation and conflict‑resolution techniques.
• Data analysis and reporting.
• Customer relationship management.
• Understanding of billing and payment systems.