Broker Account Resolution Specialist

About the role

We’re looking for a Broker Account Resolution Specialist to manage and collect outstanding balances from broker accounts while maintaining strong professional relationships. This role works closely with brokers, internal sales teams, finance, and customer service to resolve payment issues, reduce aged receivables, and ensure timely collection of outstanding invoices.

Responsibilities

• Monitor and manage assigned broker accounts to ensure timely payment of outstanding balances.
• Contact brokers regarding past-due invoices through phone, email, and written correspondence.
• Investigate and resolve billing discrepancies, payment disputes, and account reconciliation issues.
• Maintain accurate records of collection activities, communications, and account status updates.
• Negotiate payment arrangements and follow up on commitments.
• Collaborate with internal departments to resolve issues impacting collections.
• Review aging reports and prioritize collection efforts based on risk and delinquency levels.
• Prepare collection status reports and provide updates to management.
• Ensure compliance with company policies, regulatory requirements, and collection procedures.
• Identify opportunities to improve collection processes and reduce outstanding receivables.
• Other duties as assigned.

Requirements

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 3+ years of advanced level experience in collections, accounts receivable, broker services, insurance operations, or a related field.
• Strong understanding of collection practices and account reconciliation.
• Excellent verbal and written communication skills.
• Strong negotiation and conflict-resolution abilities.
• Proficiency with Microsoft Office applications and accounts receivable systems.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Strong analytical and problem-solving skills.

Skills & Abilities

• Excellent customer service skills with the desire to help people find solutions.
• Superb critical thinking and problem-solving skills.
• Ability to maintain professionalism, integrity, strong ethics, and confidentiality in all business dealings with customers.
• Effective communicator with strong listening skills and the ability to build solid relationships.
• Ability to stay calm, motivated, and maintain composure in a high-pressure environment.
• Ability to have difficult conversations on uncomfortable topics.
• Ability to work independently while displaying initiative and good decision-making skills.
• Exceptional attention to detail.
• Flexibility and curiosity for new concepts, laws, processes, etc.
• Determination to learn and develop new skills.
• Strong negotiation skills.
• Proficiency with computers, copiers, scanners, and general knowledge of Microsoft Word, Excel, and Outlook.
• Knowledge of loan documents, customer identification documents, and related financial reports preferred.

Work Environment

• Moderate noise (i.e., business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.
• Occasional stooping or kneeling may be necessary.
• Regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer keyboard and telephone.
• Specific vision abilities required by this job due to computer work.
• Light to moderate lifting is required.
• Regular, predictable attendance is required.

Benefits

• Medical
• Dental
• Vision
• Paid Time Off
• 401k