Collection Operation Specialist

Role Overview

• Accurately process and apply incoming payments (checks, wires, ACH) to the rightful customer accounts for multiple currencies (USD, CAD, MXN), using daily cash sheets and reports from bank portals.
• Perform daily reconciliation of payment batches and thoroughly investigate any discrepancies to maintain accuracy.
• Ensure successful payment cases across Term Collections, Vendor Finance, Fuel Card Partners, and Credit Collections are processed efficiently and accurately.
• Generate cases for rebates related to vendor finance cash applications.
• Analyze credit card payment trends, identify common reasons for declines, and provide actionable recommendations to enhance payment success.
• Create Salesforce cases for accounts where invoices remain unpaid, and assist in troubleshooting and resolving payment processing errors.
• Professionally handle escalated customer issues and complex payment disputes, working collaboratively with customer service, finance, and legal teams to achieve swift and correct resolution.
• Manage and resolve a wide range of operational collections cases, including refund requests, chargebacks, payment plan adjustments, account closures, bulk invoices, invoice breakdowns, split/defer payments, updating Bill-to contacts, clearing invoices for opportunity closure, hardware returns, account reactivations, W-9 form requests, and third-party collections queries.
• Securely and accurately process customer updates to credit card and ACH payment information while ensuring compliance with privacy and data security standards.
• Proactively identify and reach out to customers regarding initial payment failures, provide clear guidance on resolution steps, and facilitate updates to payment information.
• Communicate delays in processing requests, setting clear expectations through regular updates and estimated timelines.
• Monitor and respond to customer emails related to payments and accounts, ensuring responses within a strict 3-hour SLA.
• Manage and resolve customer inquiries across several channels (Billing, Billing CSA, Billing CSA Priority, Billing OPS BFS, CSM, and Spanish Support), delivering prompt and consistent information.
• Manage all ACH return and chargeback cases, identifying root causes, initiating recoveries or account updates, and communicating effectively with customers to clarify issues and guide them through resolution steps.
• Work closely with the billing department on delinquent accounts to facilitate cancellations and transition to third-party collections if necessary.

Requirements

• 1-2 years’ experience in collections operations, payment processing, or customer-facing financial role (SaaS collections and Quote-to-Cash experience is a plus).
• Proven ability to process payments with high attention to accuracy and detail.
• Excellent communication skills (written and verbal), able to clearly explain payment issues and solutions to customers.
• Independent, adaptable, and comfortable in a fast-paced, changing environment.
• High level of proficiency with spreadsheets, banking portals, Salesforce, and ERP systems (knowledge of Zuora is a plus).
• Demonstrated ability to reconcile financial data, solve operational problems quickly, and manage multiple case types simultaneously.
• Receptive to feedback, open to learning, and continuous improvement.
• Ability to work effectively under pressure and meet strict deadlines.
• Bachelor’s (BA/BS) in Accounting, Finance, or a related field preferred.

Tech Stack

• ERP
• Swift

Benefits

• Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.