Collector-Level 2 - Experienced (6 - 10 Years)

Location: Miami, FL (Onsite)

About the role

We are seeking a detail-oriented and proactive Collections Specialist to manage and resolve delinquent accounts. This role requires strong communication, analytical, and negotiation skills to ensure timely collections while maintaining compliance with Federal and State regulations and positive customer relationships.

Responsibilities

• Manage a portfolio of accounts from early delinquency through legal and bankruptcy stages.
• Perform daily collection activities including phone calls, emails, texts, and formal letters.
• Negotiate payment arrangements based on customer financial situations and monitor payment statuses.
• Collaborate with Customer Service, Product, Billing, and Legal teams to resolve payment issues and disputes.
• Prepare weekly forecasts and progress reports by aging bucket.
• Analyze aging accounts receivable (AR) and monitor for non-payment trends.
• Offer and manage payment plans, process payments, and evaluate eligibility for extensions.
• Conduct skip tracing and assign field cases for accounts lacking contact information.
• Identify fraudulent activities and escalate issues for further action.
• Prepare and submit cases for litigation to the legal team.
• Coordinate with third-party collection agencies and manage feedback loops.

Requirements

• High School Diploma or equivalent (required).
• Minimum of 3 years in a collections role managing aging and default accounts (required).
• Proficiency with Microsoft 365 Suite (Excel, Outlook, Teams), Zuora, Salesforce, and Customer Information Systems (CIS) (required).

Preferred Qualifications

• Associate’s or Bachelor’s degree.
• Customer-focused mindset with a problem-solving approach.
• Ability to maintain professionalism in challenging situations.
• Organized, analytical, and results-driven.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program and access to certification prep, technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for benefits and resources, plus a certified Career Coach.