Senior Collections Representative

Role Overview

• Manages a portfolio of customer accounts and proactively contacts clients regarding overdue balances using a variety of communication methods, applying established collection practices and sound judgment to secure payment.
• Reviews and evaluates account status, aging, and payment history to determine appropriate collection actions within defined policies and procedures.
• Investigates and resolves billing discrepancies, payment issues, and customer inquiries by analyzing account data and collaborating with Billing, Pricing, and Operations teams.
• Interprets policies, procedures, and account information to resolve moderately complex collection issues and recommend appropriate solutions.
• Escalates non-routine, highly complex, or sensitive matters to management when they exceed established authority or guidelines.
• Maintains accurate and complete documentation of collection activities, customer interactions, and account resolutions within designated systems.
• Prepares and analyzes aging reports and account reconciliations to support collections activity and financial accuracy.
• Communicates collection policies, payment expectations, and account status clearly and professionally to customers and internal stakeholders.
• Identifies recurring payment or billing issues and communicates trends or observations to management to support process improvement efforts.
• Supports month-end close activities by preparing accounts receivable reports, reconciling balances, and ensuring accuracy of financial data.
• Prioritizes work, manages competing deadlines, and completes assignments independently while adhering to established processes and performance expectations.
• Delivers a high level of customer service, maintaining professionalism and positive working relationships throughout the collections process.

Requirements

• Associate’s degree in accounting, finance or a related field from an accredited college or university preferred.
• Three (3) years of related experience in accounts receivable or collections or equivalent combination of education and experience required.
• Working knowledge of accounts receivable principles, collection practices, and customer account management.
• Ability to work independently on routine assignments while operating under close supervision and established guidelines.
• Strong verbal and written communication skills with the ability to explain facts, policies, procedures, and payment requirements to customers and internal stakeholders.
• Effective problem solving and analytical skills with the ability to evaluate account information and recommend appropriate actions within defined parameters.
• Proficiency in accounting software (e.g., QuickBooks, SAP, Oracle, NetSuite) and Microsoft Excel (intermediate proficiency with pivot tables and VLOOKUPs preferred).
• High attention to detail and accuracy in financial reporting and data entry.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Customer service-oriented with a positive attitude and ability to resolve disputes professionally.
• Experience with automated Accounts Receivable systems and tools (e.g., High Radius).
• Ability to recognize situations requiring management involvement and appropriately escalate complex or non-routine issues.
• Ability to work in a team environment.

Tech Stack

• Oracle

Benefits

• Flexible work schedule.
• Referral incentive program.
• Career development and promotional growth opportunities.
• A diverse and comprehensive benefits offering including medical, dental vision, 401K on day one.