Collections Specialist

About The Company SERVPRO Team SPG, based in Encino, California, is a leader in remediation and restoration, providing best-in-class service to handle emergency and reconstruction needs 24/7. Our goal is to help minimize the interruption to your life and quickly make it "Like it never even happened." Job Description The Collections Specialist is a customer-facing role dedicated 100% to collecting outstanding receivables. This position works directly with customers, insurance carriers, and adjusters to secure payment on past-due balances, resolve billing disputes, and move accounts to resolution while upholding SERVPRO Team SPG’s customer care standards. The ideal candidate understands how restoration and insurance-claims billing works, is comfortable having direct conversations about outstanding balances, and stays professional and solution-focused when a customer is frustrated. Primary Responsibilities Manage an assigned portfolio of past-due accounts through consistent outbound calls, emails, and follow-ups to secure paymentCommunicate directly with customers, insurance carriers, and adjusters to resolve outstanding balancesReview invoices, estimates, and job file documentation to understand what was billed and why before engaging the customerInvestigate and resolve billing and payment disputes, coordinating with the billing, AR, project management, and job file teams to remove payment barriersNegotiate payment arrangements and document all contacts, commitments, and next steps in the system of recordMonitor accounts receivable aging and prioritize follow-up based on balance, age, and riskDeliver a professional, empathetic, customer-focused experience in every interaction, consistent with SERVPRO Team SPG’s customer care expectationsEscalate unresolved or high-risk accounts to the Collections Manager with clear supporting documentationProvide regular collections activity and status updates as needed Position Requirements 2+ years of collections, accounts receivable, or billing experience, including direct customer-facing collections responsibilityWorking knowledge of invoicing and billing processes, with the ability to explain charges clearly to customersProven ability to handle disputes and difficult conversations with professionalism and composureExperience in restoration, construction, or insurance-claims collections strongly preferredExcellent verbal and written communication, negotiation, and customer service skillsStrong organization and follow-through, with the ability to manage a high volume of accounts and document every interactionProficiency in Microsoft Excel; experience with NetSuite or a similar ERP/accounting system a plusHigh school diploma/GED required; Associate’s degree preferredMust be able to work in person 5 days per weekMust be authorized to work lawfully in the United States and able to successfully complete a background check subject to applicable law POSITION DETAILS Full-Time, Non-Exempt (Hourly)In-Person, Encino, CAPay: $30.00 – $35.00 per hour, based on experience PHYSICAL DEMANDS Primarily office-based work in a climate-controlled environmentProlonged periods of sitting at a desk and working on a computerFrequent use of hands and fingers for typing, writing, and handling documentsRepetitive motions, including keyboarding and use of a mouseExtended periods of talking and listening on the phone, plus frequent virtual and in-person communicationClose visual acuity for reading documents and viewing computer screensOccasional standing, walking, bending, reaching, and filingOccasional lifting and carrying of files or supplies up to 25 poundsAbility to open filing cabinets and bend or stand on a step stool as needed SERVPRO Team SPG will consider qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance and the California Fair Chance Act.