Collections Specialist

Overview

This full-time remote Collections Specialist role focuses on accounts receivable and payment recovery for past-due balances. The position is performance-driven and involves high-volume outbound calling, persistent follow-up, and professional dispute resolution to protect cash flow.

Working hours are 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
• Secure payments by obtaining payment commitments and confirming clear resolution timelines
• Navigate gatekeepers and reach 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 root causes 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, with ongoing internal and external follow-up 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
• Keep documentation accurate, complete, and current
• Ensure follow-up dates and next actions are consistently recorded
• Maintain clear visibility into every active collections account

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
• Maintain professionalism across every customer interaction

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
• Maintain strong activity and follow-up discipline
• Identify 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
• Billing platforms
• Email
• VOIP/phone systems
• Microsoft Excel
• Google Sheets

Key Metrics for Success

• 100+ outbound calls completed daily
• Total payments recovered
• Percentage of overdue accounts resolved
• Reduction in aging receivables
• Payment commitment conversion and follow-through
• Follow-up consistency
• CRM documentation accuracy
• Speed of billing dispute resolution
• Overall recovery performance

Interview Process

• Initial application
• One-way video interview (Spark Hire)
• Recruiter interview
• Final interview
• Video interview is required as part of the process

Compensation & Benefits

Not specified in the provided job description.

Location

Remote (U.S. business hours).