Senior Collections Specialist

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Collections Specialist based in the United States.** The Senior Collections Specialist will play a key role in managing customer collections and resolving outstanding accounts receivable balances. This position combines customer engagement, payment processing, account reconciliation, and billing support across a complex, multi-entity environment. You will work closely with customers and internal teams to resolve disputes, address payment issues, and maintain accurate financial records. The role requires a balance of persistence and professionalism, ensuring strong collection outcomes while protecting customer relationships and trust. You will manage multiple priorities across different currencies, accounts, and billing requirements while maintaining a high level of accuracy. Success in this position depends on sound judgment, strong follow-through, excellent communication, and a customer-focused approach. The role also offers the opportunity to identify process improvements and contribute to more efficient accounts receivable operations. ### Accountabilities - Manage customer collection activities by contacting customers about overdue balances, securing timely payment commitments, and maintaining accurate records of collection efforts, disputes, and follow-up actions. - Build productive customer relationships while applying effective collection practices and maintaining a professional, solutions-oriented approach. - Escalate high-risk accounts, recurring payment challenges, unresolved disputes, and other issues requiring additional attention. - Process customer payments and refunds accurately and within required timelines. - Investigate and reconcile discrepancies between internal and customer records, including unapplied cash, short payments, disputed balances, credits, and other account issues. - Process approved write-offs and account adjustments as required. - Maintain accurate customer account information, including contacts, payment terms, billing requirements, and related documentation. - Upload invoices and supporting documentation through customer portals and ensure billing submissions meet customer requirements. - Manage account activity across multiple legal entities and currencies with accuracy and attention to detail. - Maintain complete, organized, and audit-ready account documentation and collection records. - Collaborate with Accounts Receivable, billing, customer-facing teams, and other stakeholders to resolve issues affecting collections and payment resolution. - Communicate clearly and professionally with internal and external stakeholders through both written and verbal channels. - Identify recurring issues, trends, and process gaps, and recommend opportunities to improve collections and account management processes. - Take on additional responsibilities as needed while maintaining strong ownership and follow-through. ### **Requirements** - High school diploma or equivalent required. - 5–8+ years of experience in collections, accounts receivable, accounting, or a related field. - Demonstrated experience managing customer collections, payment processing, refunds, and account reconciliation. - Experience working with multiple currencies and/or legal entities is strongly preferred. - Strong written and verbal communication skills, with the ability to establish credibility and maintain professionalism in customer-facing interactions. - Proven ability to navigate difficult conversations, manage conflict constructively, negotiate payment outcomes, and balance collection objectives with positive customer experiences. - Strong follow-up, problem-solving, organization, and prioritization skills, with sound judgment when handling sensitive account issues and escalations. - Ability to work independently while managing competing priorities accurately and efficiently. - Experience maintaining customer account records, billing requirements, and invoice or documentation submissions through customer portals. - Strong proficiency with enterprise resource planning, accounting, billing, or receivables systems, including researching account activity, reconciling discrepancies, tracking collection status, and maintaining accurate transaction records. - Strong Microsoft Excel skills, including organizing data, analyzing account details, identifying variances, and supporting collections and reconciliation activities. - Excellent documentation skills, with the ability to maintain clear and accurate records of customer communications, commitments, disputes, and next steps. - Must be currently located in the United States and legally authorized to work without employment visa sponsorship. - Ability to maintain working hours with meaningful overlap with customers and internal teams in the Southern Hemisphere, including schedules such as 10:00 a.m. to 7:00 p.m. Eastern Time. - Ability to maintain a private, quiet, and suitable home-office environment. - Ability to perform the essential functions of a computer-based role, including prolonged sitting, sustained screen use, frequent keyboard and mouse activity, and occasional movement, reaching, bending, or lifting of items up to 10 pounds. - Minimal travel may be required, generally less than 10%. ### **Benefits** - Fully remote work with flexibility to work from anywhere in the continental United States, subject to role requirements. - Subsidized healthcare plans, including orthodontic coverage and a Health Savings Account option with employer matching. - Company-paid disability and life insurance, with additional voluntary coverage options. - Comprehensive Paid Time Off, including flexible PTO for salaried roles, paid parental leave, company holidays, and paid volunteer service time. - Retirement savings plan with employer matching and vesting each pay period. - Flexible Spending Accounts for healthcare and dependent care. - Optional supplemental coverage, including accident, hospital, and critical illness insurance. - Identity theft and credit monitoring services and legal protection options. - Recognition programs and tangible rewards celebrating individual and team achievements. - Opportunity to contribute to meaningful collections, billing, and financial operations in a complex customer environment.