SDR Collections

Description

Job Summary: Recover delinquent students by negotiating and facilitating the regularization of overdue tuition fees to prevent cancellation and preserve the student relationship. Key Highlights: 1. Focus on negotiation and emotional intelligence 2. Organization and persistence in follow-up 3. Clear and ethical collection communication **Description:** ---------------- Role Mission: Recover delinquent students across all UFit Network units by negotiating and facilitating the regularization of overdue tuition fees within 1 to 3 months after due date, thereby preventing automatic enrollment cancellation and preserving the student relationship. Scope and Target Audience Works on an active base of delinquent students (overdue installments) from all units. Focus on delays of 1 to 3 months (automatic cancellation occurs after 3 months). Action-oriented toward regularization: retention and reactivation of attendance. Main Responsibilities Receive and prioritize the delinquent portfolio based on delay duration, cancellation risk, and criticality. Conduct proactive, multichannel contact (WhatsApp/phone), with an empathetic yet firm approach focused on resolution. Identify the cause of the delay (e.g., forgetfulness, temporary hardship, billing issues) and propose feasible solutions. Lead negotiations and guide payment/regularization methods per current policy (PIX, payment link, bank slip, credit card, renegotiation). Track cases to completion (confirmed payment and updated status), avoiding unfulfilled promises without follow-up. Record evidence and history in the CRM: agreements, deadlines, amounts, next steps, and final outcome. Escalate specific situations (e.g., unjustified charges, plan discrepancies, technical support needs) clearly to the responsible channel. Routine and Execution Standards Cadence by delay bracket: higher urgency for students approaching the 3rd month. Tone of contact: respectful, professional, without causing discomfort to the student. Pipeline management: delinquent students in negotiation, pending payment promise, paid, not located, canceled. Full traceability: every negotiation must be recorded. Suggested KPIs Recovered students (completed regularizations). Recovery rate by delay bracket (1st, 2nd, 3rd month). Average time to regularization (from first attempt to payment). Contact rate (contacted vs. total base). New students referred by recovered students (where applicable). Interfaces and Tools Interfaces: Finance/Accounts Receivable, Units (as needed), Support, Commercial. Tools: CRM, billing/payment platform, WhatsApp/telephony, reports. Expected Competencies Negotiation and emotional intelligence. Organization and persistence (follow-up). Clear and ethical collection communication. Focus on resolution and cycle closure. **Requirements:** ----------------- Expected Competencies Negotiation and emotional intelligence. Organization and persistence (follow-up). Clear and ethical collection communication. Focus on resolution and cycle closure.