Specialist, Collections

The Customer Relations Specialist – Accounts Receivable is responsible for managing a portfolio of customer accounts with past-due balances and supporting collection-related inquiries. This role initiates outbound collection efforts, responds to inbound customer communications, and collaborates cross-functionally to resolve billing disputes and payment issues. The position directly contributes to reducing aged receivables, improving cash flow, and maintaining positive customer relationships while adhering to company credit and collection policies. The Specialist is expected to meet established performance metrics related to call activity, account resolution, and aging targets.

Responsibilities

Account Management & Collections

• Make outbound collection calls to customers based on assigned account portfolio .
• Determine root causes of past-due balances and negotiate appropriate payment arrangements in accordance with established collection policies .
• Maintain accurate and timely documentation of all customer communications within the system of record.
• Monitor aging reports and prioritize accounts to achieve departmental collection targets.
• Identify uncollectible accounts and coordinate transfer to Legal for further action .
• Identify accounts that may qualify for year-end bad debt write-off consideration .

Customer Service & Inquiry Resolution

• Respond to inbound customer calls and emails regarding past-due accounts .
• Provide invoice copies, account statements, and payment details as requested .
• Support overall Solutions Center call volume while delivering professional and timely customer service .
• Initiate and respond to ServiceNow tickets for detailed or escalated customer requests .
• Partner with Sales, Customer Service, Credit, and Operations teams to resolve disputes and payment discrepancies.
• Escalate complex account issues to leadership or Legal as appropriate.
• Communicate account trends or recurring issues that may impact credit risk or customer satisfaction.

Compliance & Controls

• Ensure adherence to company credit policies and internal control procedures.
• Maintain audit-ready documentation of collection activity.
• Handle sensitive financial information with integrity and confidentiality.

Performance Expectations

• Meet or exceed monthly collection activity and resolution targets.
• Maintain assigned portfolio aging metrics within defined thresholds.
• Demonstrate consistent follow-up and timely account resolution.
• Perform other duties as assigned to support departmental and organizational objectives.

Qualifications

Required Experience

• Minimum of 2+ years of experience in a collections or accounts receivable environment .
• High School diploma or equivalent required .

Technical Skills

• Strong working knowledge of PeopleSoft .
• Proficiency in Microsoft Office applications, particularly Excel.
• Experience with ticketing or workflow systems (e.g., ServiceNow) .
• Ability to efficiently use 10-key and accounting systems.

Core Competencies

• Excellent communication and relationship-building skills .
• Strong conflict resolution and negotiation skills .
• Customer-service focused mindset with the ability to maintain professionalism in challenging customer situations.
• Ability to manage multiple tasks concurrently in a high-volume environment .
• Strong organizational skills; results-driven and self-motivated with exceptional attention to detail.

Physical Demands / Working Environment

• Position requires working on-site in the office four (4) days per week. The fifth workday may be performed remotely, subject to business needs and manager approval.
• Prolonged sitting (7–8 hours daily) with frequent computer and 10-key use.
• Occasional standing, walking, bending, and lifting of light objects up to 25 pounds.
• Continuous close vision required for detailed financial data; adequate hearing for phone and virtual communication.
• Requires sustained concentration, attention to detail, and ability to manage multiple deadlines.

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