Collections Specialist

About the role

The Collections Specialist owns the day-to-day recovery of a high-volume portfolio of past-due receivables. This role combines disciplined account management, confident customer communication, thoughtful problem-solving, and timely escalation. Success means reducing aged exposure, improving payment behavior, resolving barriers to payment, and maintaining a complete, audit-ready account record while protecting the customer relationship and Access's reputation.

Responsibilities

• Manage an assigned portfolio of past-due accounts, prioritizing activity by age, value, risk, dispute status, commitment status, and customer impact.
• Maintain a consistent, multi-channel outreach cadence and engage the billing contacts, decision-makers, account executives, and other stakeholders needed to move the account forward.
• Use aging reports, dashboards, customer history, and approved research tools to build an account strategy and define the next best action.
• Meet established engagement and follow-up standards so every account has a current status, clear owner, and documented next step.
• Lead professional, direct conversations to understand the cause of nonpayment, secure payment commitments, and reset expectations when agreed terms are not met.
• Investigate and coordinate the resolution of disputes, invoice questions, missing documentation, unapplied cash, pending credits, and account setup issues.
• Partner with Billing, Cash Application, Client Care, Sales, Operations, and Finance to remove barriers to payment without creating unsupported exceptions.
• Negotiate payment arrangements within established guidelines, obtain required approval, confirm terms in writing, and follow up promptly on every commitment.
• Execute approved demand-letter and service-hold processes accurately, consistently, and within established timelines.
• Identify high-risk or no-progress accounts early and prepare complete, decision-ready documentation for management review.
• Route qualified accounts to third-party collections or Legal in accordance with current escalation criteria, and support a clean handoff through final disposition.
• Escalate settlement, termination, bankruptcy, or other material risk matters with the required financial, operational, and customer documentation.
• Document collection activity, contacts, commitments, disputes, correspondence, and status changes accurately in NetSuite as the system of record.
• Maintain reliable contact and account information across NetSuite and Salesforce, including parent/child account relationships where applicable.
• Participate in recurring portfolio reviews and communicate risks, blockers, requested support, and recommended next actions clearly.
• Follow confidentiality, security, approval, and documentation controls; identify process gaps and contribute to continuous improvement.
• Aged exposure trends down through collection, resolution, or appropriate escalation.
• Every assigned account has a current status, next step, and follow-up date.
• Promises are documented, monitored, and escalated quickly when missed.
• Disputes and payment barriers move to the right owner and are driven to closure.
• Referred accounts are complete, accurate, and ready for timely action.
• Communication is firm, respectful, solution-oriented, and well documented.

Requirements

• 2+ years of experience in business-to-business collections, accounts receivable, billing, or a related finance role.
• Demonstrated ability to manage a large portfolio, prioritize competing demands, and follow through on time-sensitive commitments.
• Strong written