Collections Specialist

Overview

This role is a full-time, remote Collections Specialist position focused on Accounts Receivable and payment recovery. Responsibilities include managing past-due accounts, recovering outstanding payments, resolving billing issues, and maintaining accurate records to protect cash flow.

Working hours are during U.S. business hours.

Responsibilities

• Make 100+ outbound collections calls per day to customers with past-due balances
• Follow up consistently by phone and email to secure payments or payment commitments
• Secure and document:
  • Payments
  • Payment commitments
  • Clear resolution timelines
• Navigate gatekeepers and connect with appropriate decision-makers
• Handle payment objections professionally and confidently
• Maintain consistent follow-up until accounts are resolved
• Prioritize accounts based on aging, balance, and collection status
• Track promised payments and follow up when commitments are missed
• Take ownership of assigned accounts through final resolution

Billing Issues & Dispute Resolution

• Investigate issues preventing payment, including:
  • Billing discrepancies
  • Invoice disputes
  • Missing information
  • Payment delays
• Identify the root cause of outstanding balances
• Coordinate with internal teams to resolve billing issues quickly
• Keep customers informed throughout the resolution process
• Ensure disputed accounts remain actively managed
• Follow up internally and externally until blockers are resolved

CRM & Account Management

• Maintain accurate account records in Salesforce or similar CRM systems
• Document:
  • Outbound calls
  • Emails
  • Customer responses
  • Payment commitments
  • Case updates
  • Follow-up dates
• Ensure follow-up dates and next actions are consistently recorded

Customer Communication

• Communicate firmly but professionally regarding outstanding balances
• Handle difficult payment conversations without unnecessarily damaging customer relationships
• Clearly communicate payment expectations and next steps
• Respond appropriately to objections and payment concerns
• Provide timely updates regarding billing disputes and account resolutions

Reporting & Process Improvement

• Track collections activity and account progress
• Monitor payment commitments and recovery outcomes
• Identify recurring issues contributing to delayed payments
• Share insights to improve:
  • Recovery rates
  • Billing accuracy
  • Collections workflows
  • Payment tracking
• Support opportunities to improve collections efficiency

Requirements

• Previous experience in collections, accounts receivable, or high-volume outbound calling
• Comfortable making 100+ outbound calls per day
• Strong collections, negotiation, and objection-handling skills
• Experience following up on overdue balances and payment commitments
• Experience using Salesforce or similar CRM systems
• Strong written and verbal English communication skills
• High attention to detail and documentation accuracy
• Ability to manage a large portfolio of accounts and follow-ups simultaneously
• Strong organizational and time-management skills
• Ability to remain professional during difficult payment conversations
• Comfortable working independently in a remote environment
• Availability during U.S. business hours

Preferred Qualifications

• Experience in structured or KPI-driven collections environments
• Accounts Receivable (AR) operations experience
• Billing support or dispute-resolution experience
• Customer account management experience
• Experience working with aging reports and overdue account portfolios
• Experience improving collections or payment recovery workflows
• Experience supporting U.S.-based customers or businesses

Tools & Technology

• Salesforce or similar CRM systems
• Accounts receivable systems, aging reports, and billing platforms
• Email and VOIP/phone systems
• Microsoft Excel and Google Sheets

Compensation & Benefits

• Not specified in the provided job description.

Location

• Remote
• Working hours: U.S. business hours