Collections Specialist - Soft

JOB SUMMARY

DUTIES AND RESPONSIBILITIES

• Monitor and manage assigned accounts with outstanding balances.
• Contact clients via phone and email regarding past-due invoices in a professional, courteous, and timely manner.
• Review aging reports daily and prioritize collection activities based on account status.
• Research and resolve billing discrepancies or payment concerns that may delay payment.
• Document all collection activity, payment commitments, and client communications within the appropriate systems.
• Process and monitor payment arrangements approved by management.
• Collaborate with Billing, Customer Service, Sales, and other internal departments to resolve account issues impacting collections.
• Assist with the preparation and submission of accounts referred to the company's third-party collections agency.
• Maintain communication with the third-party collections agency by providing requested documentation, monitoring account progress, reviewing recovery updates, and assisting with account reconciliation as needed.
• Review collection agency reports and communicate updates to management.
• Escalate high-risk accounts or unresolved collection issues to the Billing Manager.

SKILLS & ABILITIES

• Excellent communication and interpersonal skills with a professional, customer-focused approach.
• Ability to build rapport and maintain positive client relationships while discussing outstanding balances.
• Strong negotiation and conflict-resolution skills to encourage timely payment and resolve account concerns.
• Ability to identify payment barriers and recommend appropriate solutions, including approved payment arrangements.
• Strong organizational skills with the ability to manage multiple accounts and follow-up deadlines.
• Attention to detail and the ability to accurately document collection activities.
• Ability to work independently while collaborating effectively with internal departments and third-party collection partners.

EDUCATION & EXPERIENCE

• Associate's degree preferred or a minimum of three (3) years of experience in collections, accounts receivable, or billing.
• Previous experience with soft collections and customer account management preferred.
• Strong communication, negotiation, and conflict-resolution skills.
• Proficient in Google workplace and Office 365, particularly Excel and google sheets.
• Ability to work independently while collaborating effectively with internal departments and external partner.

AN EQUAL OPPORTUNITY EMPLOYER

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.