Retention and Collections Executive

About the Role

UniAthena is an ed-tech organization headquartered in the United Kingdom, offering online, self-paced academic degree programs and upskilling courses. The organization collaborates with accredited universities and professional qualification authorities from around the world to deliver flexible, high-quality learning. Learners can access programs designed to advance their careers and develop in-demand skills across diverse disciplines. UniAthena focuses on accessible, affordable education, supported by robust digital platforms and learner-centric services.

This is a full-time remote role for a Retention and Collections Executive.

Key Responsibilities

• Monitor learner accounts and identify overdue payments.
• Carry out structured follow-ups via calls, emails, and messaging to ensure timely fee collection.
• Work to reduce churn by engaging with learners, understanding reasons for potential drop-off, and offering suitable retention solutions or payment arrangements.
• Maintain accurate records of interactions.
• Update collection and retention status in internal systems.
• Prepare basic reports for the finance and operations teams.
• Collaborate with support and academic teams to address learner concerns that may impact payment behavior and overall satisfaction.

Requirements & Tech Stack

• Ability to work independently in a remote setup.
• Ability to manage time effectively.
• Experience using CRM or similar tools for tracking interactions.

Qualifications

• Strong Credit Control and Debt Collection skills, including experience managing outstanding balances and negotiating payment plans.
• Excellent communication skills, with the ability to handle sensitive conversations professionally and maintain a learner-first approach.
• Solid Analytical Skills to interpret account data, identify trends in payment behavior, and propose actions to improve retention.
• Foundational understanding of Finance principles related to billing, invoicing, and reconciliations.
• Relevant experience in collections, customer success, or account management in an ed-tech or service-oriented environment is beneficial.
• A Master's degree in business, finance, commerce, or a related field is preferred.