Customer Collections Representative (On-site)

For over 50 years, Kaplan Early Learning Company has been a leading provider of educational products and services that enhance children's learning in the birth through elementary market. We bring to market innovative curricula, cutting-edge assessments, teacher resource materials, classroom products, and valuable professional development opportunities to early childhood and elementary school educators, caregivers, and parents around the world.

About the role

The Customer Collections Representative professionally engages with customers to resolve delinquent receivables and payment discrepancies. This position helps mitigate financial risk, maintain healthy cash flow, and support positive customer relationships. The successful candidate will use research, account analysis, and problem-solving skills to drive timely resolution of outstanding balances. The representative will also communicate effectively with internal and external customers regarding account risks, unfavorable payment trends, disputes, and orders held.

Hours: Monday-Friday 8:00AM-5:00PM

Responsibilities

• Manage the collection of past-due receivables, including accounts that are 30, 60, and 90 or more days delinquent, within an assigned territory.
• Make required daily collection calls and send follow-up emails to secure payment.
• Maintain professional, service-oriented communication with internal and external customers.
• Research payment discrepancies and determine the root causes of delinquency.
• Identify and implement the most appropriate course of action for resolving account inquiries and disputes while minimizing write-offs.
• Respond promptly to invoice-processing issues, pending or held orders, and declined credit-card payments.
• Monitor accounts for risk and unfavorable payment trends, escalating concerns when appropriate.
• Evaluate accounts and recommend collection-agency placement when necessary.
• Maintain accurate documentation of collection activities, customer commitments, disputes, and account resolutions.
• Continuously identify opportunities to improve collection processes, efficiency, and service quality.
• Collaborate with the manager and other team members on special assignments and projects.

Requirements

• Associate degree preferred. A high school diploma or an equivalent combination of education, training, and relevant experience required.
• At least two years of experience in collections, account analysis, reconciliation, or a related field.
• Previous customer-service experience.
• Strong research, analytical, problem-solving, and negotiation skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced and changing environment.
• Strong people skills and the ability to communicate professionally with customers and colleagues.
• Ability to work independently with minimal supervision while contributing effectively as part of a team.
• Sound judgment and the ability to apply acquired knowledge and skills when making decisions.
• Strong attention to detail and analytical aptitude.
• Excellent time management and organizational skills.
• Ability to prioritize assignments and meet deadlines with limited direction.
• Ability to share ideas constructively, listen objectively, and consider feedback and suggestions from others.

Benefits

• Paid Time Off including holidays
• Paid Maternity/Paternity Leave
• Supplemental Program
• Childcare Discounts
• Medical, Dental, Vision Insurance
• Matching 401(k) Plan plus a suite of financial educational services to include consultations with licensed representatives
• Short-term disability and long-term disability income replacement programs through Voya Insurance
• Educational Tuition Assistance
• Verizon and AT&T Discount
• YMCA Discount
• Employee Referral Bonus
• LifeMart Discount Shopping Website
• Kaplan Outlet Center Discount
• Pet Insurance