Collections Specialist

Key Responsibilities

• Own the portfolio of customer accounts and ensure timely collection of all outstanding balances.
• Conduct high-volume outbound collection calls and emails each day.
• Contact customers via phone, email, or mail to notify them of past-due balances and encourage prompt payment using strong negotiation and de-escalation skills, with the ability to handle sensitive financial conversations professionally and empathetically.
• Monitor accounts receivable on a regular basis to identify and escalate overdue accounts or delinquent payments.
• Analyze account information, identify issues, and recommend practical resolution options and go-forward strategies based on customer payment history and risk profile.
• Analyze customer accounts to identify payment risks, trends, and appropriate collection strategies.
• Identify root causes of recurring collection issues and recommend process improvements.
• Identify recurring payment barriers and recommend process improvements to reduce future delinquency.
• Investigate billing discrepancies, resolve customer disputes, and address complaints.
• Coordinate with internal teams to resolve issues delaying payment.
• Partner with Sales, Customer Success, Operations, and Billing to identify recurring customer payment issues, improve communication, and recommend process enhancements that reduce future delinquency.
• Maintain detailed account histories and collection notes in NetSuite, including records of customer contacts, attempted contacts, collection efforts, and payments received.
• Ensure all collection activities adhere to legal and ethical standards, including applicable state-specific collection laws.
• Maintain compliance with company credit policies and contractual customer agreements.
• Drive weekly collection meetings with internal stakeholders on aged accounts.
• Prepare weekly status reports on unpaid balances, repayment activity, and overall collection progress.
• Support operations by providing backup coverage for the AR inbox, cash application, and customer payment processing as needed.

Qualifications

• 5+ years of experience in collections experience within an MSP, SaaS, IT services, telecommunications, or recurring revenue environment.
• Bachelor’s degree in accounting.
• Accounting Software proficiency - like NetSuite.
• MSP Software proficiency - like ConnectWise.
• Microsoft platform proficiency - Excel, Word, Teams etc.
• A collaborative mindset to work effectively both onsite and remotely.
• Ability to manage multiple issues simultaneously and maintain strong attention to detail.
• Is highly organized and able to manage many customer accounts simultaneously.
• Ability to work independently and manage time effectively.