UniAthena
Website:
uniathena.com
Job details:
Retention and Collections Executive
Role Objective
Take full ownership of learner progress and fee closure by diagnosing progression blockers, resolving them independently or through internal collaboration, delivering counselling sessions, and driving innovative student re-engagement strategies to recover at-risk learners.
Roles And Responsibilities
- Independently analyze each learner’s progress status and identify reasons for non-progression or stagnation.
- Resolve learner issues directly or by coordinating with the most relevant internal teams (Academics, SEE, Marketing, Data, Finance, etc.).
- Identify early signs of learner drop-off and take swift action to recover potential churn.
- Conduct continuous 1-on-1 counselling conversations to motivate and empower learners to resume or continue academic progress.
- Present upgrade options, extensions, or additional programs to maximize revenue opportunities.
- Innovate, plan, and execute creative engagement or comeback campaigns to re-activate dormant learners.
- Collaborate with Academic teams, SEE, Marketing, Data, and Product to co-design structured outreach initiatives.
- Lead structured payment conversations for pending dues with professional and clear guidanc
- Coordinate closely with Finance for invoice confirmation, payment validation, and reconciliation.
- Share detailed daily and weekly performance reports, including revenue, collections, churn, and escalations.
- Flag high-risk cases immediately and support recovery plans to prevent revenue loss.
- Ensure all learnings, blockers, and patterns are documented for future internal action planning.
- Relay insights to relevant stakeholders for continuous improvement
Skills And Qualifications Required
- Excellent communication, interpersonal, and relationship-building skills with the ability to influence and counsel learners effectively.
- Strong negotiation and objection-handling abilities with confidence in managing payment and renewal conversations.
- Analytical mindset with the ability to identify learner progression gaps, interpret data, and recommend appropriate interventions.
- Proven problem-solving skills with the ability to coordinate across multiple departments to achieve learner and business outcomes.
- Good understanding of learner lifecycle management, customer retention strategies, and revenue-focused engagement practices.
- Bachelor's degree in any discipline with experience in learner support, collections, renewals, customer success, counselling, or a similar customer-facing role. Experience in the EdTech industry will be an added advantage
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