Specialist, Collections

Responsibilities

• Make outbound collection calls to customers based on assigned account portfolio.
• Determine root causes of past-due balances and negotiate appropriate payment arrangements in accordance with established collection policies.
• Maintain accurate and timely documentation of all customer communications within the system of record.
• Monitor aging reports and prioritize accounts to achieve departmental collection targets.
• Identify uncollectible accounts and coordinate transfer to Legal for further action.
• Identify accounts that may qualify for year-end bad debt write-off consideration.
• Respond to inbound customer calls and emails regarding past-due accounts.
• Provide invoice copies, account statements, and payment details as requested.
• Support overall Solutions Center call volume while delivering professional and timely customer service.
• Initiate and respond to ServiceNow tickets for detailed or escalated customer requests.
• Partner with Sales, Customer Service, Credit, and Operations teams to resolve disputes and payment discrepancies.
• Escalate complex account issues to leadership or Legal as appropriate.
• Communicate account trends or recurring issues that may impact credit risk or customer satisfaction.

Qualifications

• Minimum of 2+ years of experience in a collections or accounts receivable environment.
• High School diploma or equivalent required.
• Strong working knowledge of PeopleSoft.
• Proficiency in Microsoft Office applications, particularly Excel.
• Experience with ticketing or workflow systems (e.g., ServiceNow).
• Ability to efficiently use 10-key and accounting systems.