Collections Specialist

Overview

A Managed Service Provider specializing in Cybersecurity, IT, and Cloud Services is seeking a Collections Specialist to manage the collection process for customer accounts. This role focuses on maximizing cash inflow by aggressively pursuing past-due receivables while collaborating with Customer Success, Operations, Sales, and Billing teams to resolve payment disputes.

Responsibilities

• Own a portfolio of customer accounts and ensure timely collection of outstanding balances.
• Conduct high-volume outbound collection calls and emails daily to notify customers of past-due balances and encourage prompt payment.
• Use strong negotiation and de-escalation skills to handle sensitive financial conversations professionally and empathetically.
• Monitor accounts receivable regularly to identify and escalate overdue accounts or delinquent payments.
• Analyze account information to identify issues and recommend resolution options and strategies based on payment history and risk profile.
• Identify root causes of recurring collection issues and recommend process improvements to reduce future delinquency.
• Investigate billing discrepancies, resolve customer disputes, and address complaints by coordinating with internal teams.
• Partner with Sales, Customer Success, Operations, and Billing to improve communication and recommend process enhancements.
• Maintain detailed account histories and collection notes in NetSuite, including records of contacts, collection efforts, and payments.
• Ensure all collection activities comply with legal and ethical standards, including state-specific collection laws and company credit policies.
• Lead weekly collection meetings with internal stakeholders on aged accounts and prepare status reports on unpaid balances and collection progress.
• Provide backup support for accounts receivable inbox, cash application, and customer payment processing as needed.

Requirements

• 5+ years of collections experience within an MSP, SaaS, IT services, telecommunications, or recurring revenue environment.
• Bachelor’s degree in accounting.
• Proficiency with accounting software such as NetSuite.
• Experience with MSP software like ConnectWise.
• Proficient in Microsoft Office applications including Excel, Word, and Teams.
• Strong organizational skills with the ability to manage multiple customer accounts simultaneously.
• Ability to work independently, manage time effectively, and handle multiple issues simultaneously.
• Collaborative mindset to work effectively both onsite and remotely.

Compensation & Benefits

• Competitive salary.
• Comprehensive health benefits.
• Paid time off.
• Opportunities for professional growth and development.
• Collaborative and supportive team environment.

Location

Not specified.