Collections Specialist

Role Overview

• Maintain ownership of the AR Aging with respect to your assigned accounts
• Responsible for inbound and daily outbound collection calls and communications with clients
• Serve as a primary point of contact for clients regarding billing questions, account status, and payment-related inquiries
• Build and maintain professional, collaborative relationships with clients to encourage open communication and timely resolution of account matters
• Responsible meeting established performance metrics related to client outreach activity, including call and communication volume
• Drive measurable improvement in AR aging and past due balances through effective collections and issue resolution efforts
• Collaborate cross functionally to resolve customer disputes
• Assist with payment reconciliation and follow up on unapplied cash, discrepancies and bounced/failed payments
• Assist clients in navigating our customer billing portal, including guiding them through payment processing, autopay setup, and resolving related questions or issues
• Identify root causes and make recommendations for continuous improvement of AR and collections processes
• Negotiate payment plans, when necessary
• Prioritize proactive communications with customers to minimize losses associated with bad debt
• Demonstrate strong customer service skills when handling customer complaints and supporting issue resolution
• Notify management of any financial risk identified
• Make recommendations to put customers on credit hold
• Make recommendations for bad debt write offs
• Assist with cash flow forecasting
• Maintain knowledge of applicable laws, regulations, and compliance standards
• Meet deadlines communicated by management
• Maintain accurate and detailed account notes and collection activity logs
• Maintenance of records for auditing purposes
• Assist with yearly audits
• Additional projects and reporting, as needed

Requirements

• Associate’s Degree preferred
• 5+ years with cash apps and collections experience required
• Microsoft Office application experience required
• Intermediate to Proficient Excel skills required
• NetSuite experience a plus
• ConnectWise Manage experience a plus
• Stripe experience a plus
• Strong verbal and written communication skills and interpersonal skills required
• Demonstrated ability to prioritize work and manage multiple projects concurrently
• Attention to detail
• Maintain strict confidentiality of sensitive client and company information
• Ability to work independently

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Opportunities for professional development