Customer Service/Collections Specialist

About the role

The Analyst, Financial Account Management is a temporary collections-focused role responsible for managing a designated portfolio of franchisee accounts and driving the timely collection of outstanding receivables. You will conduct primarily outbound outreach to franchisees, resolve past-due balances, monitor account activity, and execute collection strategies in line with established policies and procedures. Working closely with internal partners across Sales, Operations, Legal, and Finance, you will balance effective collections practices with maintaining strong franchise relationships and supporting broader business objectives.

Responsibilities

• Manage an assigned territory and portfolio of franchisee accounts, overseeing day-to-day collection activities and follow-up.
• Monitor accounts receivable balances, aging reports, payment activity, and delinquency to identify accounts requiring collection action.
• Proactively contact franchisees regarding past-due balances and set clear expectations for payment and repayment timelines.
• Engage with franchisees to understand circumstances contributing to delinquency and recommend appropriate paths toward resolution.
• Execute collection strategies in accordance with established policies, procedures, and guidance from Financial Account Management leadership.
• Facilitate payment arrangements within established guidelines and escalate requests that require additional approval.
• Research and help resolve billing questions, disputes, and account discrepancies in partnership with internal teams.
• Maintain accurate and timely documentation of collection activities, franchisee commitments, disputes, and overall account status in the CRM system.
• Prioritize collection activities based on account aging, balances, risk, and defined business priorities.
• Identify franchisee accounts that require escalation based on delinquency, broken payment commitments, financial risk, or other established criteria.
• Gather relevant account information and prepare recommendations for next steps, including payment arrangements, defaults, reservation suspensions, settlements, or other collection actions.
• Support the development of termination recommendations when collection efforts and other remedies have been unsuccessful.
• Escalate complex, high-risk, or sensitive franchisee situations to senior team members or leadership for guidance and decision-making.
• Execute approved collection and enforcement actions and ensure appropriate follow-up is completed in a timely manner.
• Partner with Legal and Financial Account Management leadership to provide documentation and account information needed to support default, suspension, or termination processes.
• Develop an understanding of franchise agreements, company policies, and contractual remedies applicable to delinquent accounts.
• Build and maintain professional and productive relationships with franchise owners and operators while upholding appropriate financial accountability.
• Communicate clearly and professionally with franchisees regarding outstanding balances, payment commitments, and collection requirements.
• Navigate difficult financial conversations with tact and professionalism, seeking guidance on particularly complex or sensitive situations.
• Balance effective collections practices with consideration for the broader franchise relationship and long-term business impact.
• Provide franchisees with accurate information about account balances, payment obligations, and collection processes.
• Develop effective working relationships with internal stakeholders across Franchise Sales, Franchise Operations, Legal, Finance, and related functions.
• Communicate account status, collection activity, and significant franchisee issues to appropriate business partners.
• Seek input from internal stakeholders when operational, contractual, or relationship considerations may affect the collection strategy.
• Coordinate with business partners to support agreed-upon collection actions and account resolutions.
• Develop an understanding of how collection decisions may affect broader franchise relationships and company objectives.
• Escalate situations involving competing business priorities to senior analysts or leadership as appropriate.
• Monitor portfolio performance and identify changes in aging, delinquency, and payment behavior.
• Prepare regular account updates and provide accurate information for portfolio reporting and forecasting.
• Identify recurring account issues and communicate potential trends to Financial Account Management leadership.
• Participate in process improvement initiatives and contribute ideas for improving collection effectiveness and the franchisee experience.
• Develop knowledge of collections best practices, company policies, franchise agreements, and the broader franchise business model.

Requirements

• 2+ years of experience in collections, accounts receivable, credit, customer financial services, finance, or a related field.
• Bachelor's degree in Finance, Accounting, Business Administration, or a related field, or an equivalent combination of education and professional experience.
• Strong verbal and written communication skills, with the ability to explain financial obligations and processes clearly.
• Proven ability to conduct professional and sometimes difficult conversations regarding financial obligations.
• Demonstrated experience managing multiple accounts, deadlines, and priorities with strong organizational skills.
• High attention to detail and a strong commitment to maintaining accurate account documentation.
• Solid analytical and problem-solving skills for assessing account risk, payment behavior, and appropriate collection strategies.
• Ability to work independently within established guidelines while recognizing when escalation or additional guidance is appropriate.
• Ability to develop productive working relationships with external customers and internal business partners.
• Experience collaborating across Sales, Operations, Legal, Finance, or similar business functions.
• Proficiency with Microsoft Office Suite for reporting, documentation, and analysis.
• Experience with CRM systems (Oracle Fusion preferred), including documenting and recapping conversations and collection activities.
• Ability to type at least 40 words per minute to efficiently document account interactions and updates.

Additional Qualifications

• Experience specifically in franchise collections or managing franchisee accounts is beneficial.
• Knowledge of accounts receivable processes and collections best practices.
• Familiarity with Oracle or similar enterprise systems is an advantage.
• Comfort working in an environment that requires balancing financial accountability with long-term relationship management.
• Interest in continuous improvement and contributing ideas to enhance collection effectiveness and the franchisee experience.
• Adaptability to handle changing business needs and priorities over the course of the assignment.
• Strong customer service orientation with a focus on professionalism and respect during challenging conversations.

Work Environment

This is a temporary, onsite role based in a modern office environment, working on the 7th floor of the Pike & Rose location. The expected duration is approximately two months, with potential extension depending on business needs and individual performance. Standard hours are roughly 9:00 a.m. to 5:00 p.m., providing a predictable daytime schedule. You will work closely with a small team of about four colleagues and sit near the real estate team, who are also involved in related activities. The culture emphasizes professionalism, collaboration, and clear communication, with structured training provided and opportunities to be considered for future permanent roles if you perform well during the contract. Work is primarily computer-based, using CRM tools such as Oracle Fusion, Microsoft Office applications, and standard office equipment in a business-casual environment.

Job Type & Location

This is a Contract position based out of Rockville, MD. This is a fully onsite position.

Pay and Benefits

The pay range for this position is $20.00 - $30.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to