Collections Specialist - Contract

About the role

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation, and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute, and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

Responsibilities

• Manage a portfolio of past-due customer accounts and prioritize collection activity based on aging, balance, risk, and payment history.
• Contact customers by phone or email to resolve outstanding balances.
• Investigate payment delays, billing discrepancies, short payments, deductions, and disputed charges.
• Document all collection activity, customer communications, promises to pay, and dispute details in the appropriate system.
• Reconcile customer accounts by researching unapplied cash, credit memos, duplicate payments, and open invoices.
• Partner with sales team, finance, licensing support, and operations teams to resolve account issues.
• Research billing discrepancies, resolve disputes, and provide documentation as needed.
• Recommend accounts for credit hold, service suspension, external collection placement, or write-off in accordance with company policy.
• Review accounts receivable aging reports and identify trends, risks, and collection priorities.
• Meet performance metrics for call volume, delinquent account outreach, payment resolution, and customer service.

Requirements

• One to three years of experience in collections, accounts receivable, billing, credit, or a related field.
• Strong verbal and written communication skills.
• Professional and confident telephone manner.
• Strong customer service and relationship-management skills.
• Attention to detail and a high degree of accuracy.
• Strong organizational and time-management skills.
• Ability to prioritize accounts based on aging, balance, risk, and urgency.
• Problem-solving and investigative skills.
• Working knowledge of accounts receivable and collections processes.
• Ability to read and interpret aging reports, invoices, account statements, and payment histories.
• Experience researching billing disputes, deductions, short payments, and unapplied cash.
• Proficiency with Microsoft Excel, including sorting, filtering, formulas, and basic reporting.
• Experience using accounting, ERP, CRM, or collections-management systems.
• Team-oriented approach with a willingness to assist colleagues.