Collections Representative

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Position Summary

We are seeking a Customer Accounts Resolution Specialist to join our onsite team. This role is responsible for reviewing customer accounts, resolving billing and payment-related issues, analyzing past-due balances, and ensuring accurate contract billing information is maintained within company systems. The ideal candidate will have strong collections and customer account resolution experience, exceptional attention to detail, advanced Excel skills, and the ability to effectively communicate with customers while collaborating with internal teams to resolve outstanding balances.

Key Responsibilities

• Review customer accounts, aging reports, and billing records to identify past-due balances, billing discrepancies, and account issues requiring resolution.
• Investigate and resolve unpaid, disputed, or incorrectly billed charges through detailed account analysis and customer communication.
• Contact customers regarding outstanding balances, negotiate payment arrangements, and facilitate timely resolution of delinquent accounts.
• Respond to customer billing inquiries and resolve account disputes in a professional and customer-focused manner.
• Perform account reconciliations, payment research, and payment application reviews to ensure account accuracy.
• Enter, update, and maintain billing contract terms, service rates, and customer account information within company systems.
• Generate and analyze reports related to account activity, aging trends, billing exceptions, collections performance, and resolution outcomes.
• Collaborate closely with Billing, Accounts Receivable, Customer Service, and Operations teams to identify root causes of account issues and implement effective solutions.
• Maintain accurate documentation of customer interactions, account resolutions, payment commitments, and follow-up activities.
• Identify process improvement opportunities that enhance billing accuracy, collections effectiveness, and customer satisfaction.

Qualifications

• Bachelor's degree in Accounting, Business, Finance, or a