Collections Specialist

Position Summary

The Collections Specialist plays a key role in supporting both the company’s financial health and customer experience. This position is responsible for managing accounts receivable while building strong, professional relationships with customers. The ideal candidate approaches collections with a solutions-oriented mindset—working collaboratively with customers to resolve past-due balances, address concerns, and ensure a positive overall experience.

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Key Responsibilities

• Manage a portfolio of customer accounts with a focus on maintaining positive relationships and driving timely payment and reducing delinquency
• Proactively communicate with customers via phone and email to provide payment reminders and support
• Partner with customers to understand payment challenges and offer appropriate solutions, including payment plans when necessary
• Investigate and resolve billing discrepancies, disputes, and account concerns with urgency and professionalism
• Collaborate cross‑functionally with Sales, Customer Success, and Billing to resolve issues impacting payment and improve customer retention
• Maintain accurate, detailed, and customer-focused collection notes in the system
• Monitor aging reports and prioritize outreach based on customer needs and account risk
• Educate customers on billing processes, payment options, and account status to prevent future issues
• Recommend account actions (e.g., credit holds) thoughtfully, balancing customer relationships with company policy
• Support month-end accounts receivable activities and reporting
• Utilize CRM and billing platforms (e.g., Salesforce, NetSuite) to manage accounts and track collection activity

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Required Qualifications

• Associate’s or Bachelor’s degree in Finance, Accounting, Business Administration, or related field preferred
• 2+ years of collections, accounts receivable, or customer account management experience (SaaS or technology industry preferred)
• 2+ years experience working in a customer-facing role with a focus on issue resolution

Preferred Qualifications

• Familiarity with accounting or collections systems (e.g., NetSuite, SAP, GetPaid, or similar)
• Proficiency in Microsoft Excel and Outlook
• Strong interpersonal and communication skills with a customer-first mindset
• Effective problem-solving and conflict resolution skills
• Self-motivated with the ability to manage multiple accounts and priorities
• Experience in a subscription-based or SaaS billing environment
• Familiarity with CRM and automated collections tools
• Basic understanding of credit risk and financial analysis

Performance Metrics

• Reduction in aging (past-due balances)
• Days Sales Outstanding (DSO) improvement
• Collection targets and cash application timeliness
• Accuracy and completeness of account documentation and reconciliations