Job Overview
The Collections Specialist I is responsible for supporting the collection of outstanding customer balances while maintaining positive customer relationships. This role manages routine collection activities for assigned accounts, ensures timely follow-up on past due balances, documents collection efforts, and partners with internal teams to resolve basic account discrepancies. The Collections Specialist I works within established guidelines and escalates complex collection matters as needed.
Key Responsibilities
- Manage collection activities for an assigned portfolio of low to moderate complexity accounts to reduce past due balances and minimize aging receivables.
- Contact customers by phone and email regarding outstanding balances and maintain accurate documentation of collection activities.
- Follow established collection processes, including sending reminders, requesting payment updates, and documenting customer commitments.
- Assist with payment plan coordination and escalate exceptions or high-risk accounts as appropriate.
- Research and assist in resolving routine billing discrepancies, short payments, and customer inquiries.
- Provide customer support related to account balances, payment questions, refunds, and adjustments.
- Process credit card payments, account updates, and general customer requests accurately and timely.
- Partner with Cash Applications, Sales, and internal departments to resolve customer account issues.
- Review aging reports and customer account information to prioritize daily collection activities.
- Maintain accurate records and meet department timelines and performance expectations.
- Identify potential collection risks and escalate concerns to senior team members or management.
Job Requirements
- Strong attention to detail with the ability to maintain accurate records.Ability to prioritize work, manage multiple tasks, and meet deadlines in a fast-paced environment.
- Strong verbal and written communication skills with a professional customer-focused approach.Ability to research issues, identify solutions, and escalate when appropriate.
- Strong organizational skills and ability to follow established processes.
- Collaborative team player committed to achieving department goals.Ability to maintain professionalism when handling sensitive customer situations.
Education and Experience
- Bachelor’s Degree preferred or equivalent combination of education and experience.0–2 years of experience in collections, accounts receivable, customer service, finance, or a related field preferred.
- Experience working with customer accounts, payment follow-up, billing inquiries, or account reconciliation preferred.
- Demonstrated ability to learn collection processes, financial systems, and customer account management practices.
Technology Skills
- Strong proficiency in Excel analytics, data management, pivot tables, VLOOKUP’s, etc.
- Familiarity / competency with Dynamics 365 or other ERP/accounting systems (e.g., SAP, Oracle, NetSuite, Great Plains).
- Ability to learn and navigate financial systems, reporting tools, and customer account platforms.
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