Collections Specialist

Overview

This role is a Collections Specialist position supporting Accounts Receivable and payment recovery. You will take ownership of past-due accounts, make high-volume outbound contacts, resolve billing and payment issues, and maintain accurate documentation to support healthy cash flow.

Responsibilities

Collections & Payment Recovery

• Make 100+ outbound calls daily to customers with overdue accounts.
• Follow up consistently through phone calls and email until payment is received or resolved.
• Navigate gatekeepers to reach decision-makers responsible for payments.
• Handle objections professionally and negotiate payment commitments.
• Maintain strong follow-up discipline to reduce outstanding receivables.
• Support timely collections efforts to protect company cash flow.

Billing Issues & Account Resolution

• Investigate billing discrepancies and customer concerns.
• Identify root causes of delayed payments.
• Coordinate with internal departments to resolve issues impacting collections.
• Ensure customers receive timely updates throughout the resolution process.
• Escalate complex issues when necessary.

CRM Management & Documentation

• Maintain accurate records of all customer interactions within Salesforce or similar CRM platforms.
• Document payment commitments, follow-up activities, and account status updates.
• Track outstanding accounts and ensure no follow-up opportunities are missed.
• Maintain organized and audit-ready collection records.

Customer Communication

• Communicate professionally and confidently with customers regarding overdue balances.
• Provide updates on payment status and issue resolution.
• Balance persistence with professionalism during difficult conversations.
• Build positive customer relationships while achieving collection objectives.

Reporting & Process Improvement

• Identify recurring issues affecting payment recovery.
• Share recommendations to improve collections processes and recovery rates.
• Maintain consistent reporting on collection activity and account status.
• Support continuous improvement initiatives within the collections process.

Requirements

Must-Have Qualifications

• Proven experience in:
  • Collections
  • Accounts Receivable
  • High-volume outbound calling
  • Payment recovery
• Comfortable making 100+ outbound calls per day.
• Experience managing multiple overdue accounts simultaneously.

Technical Skills

• Experience using CRM platforms such as Salesforce or similar systems.
• Strong objection-handling and negotiation skills.
• Excellent verbal and written English communication skills.
• High attention to detail and documentation accuracy.
• Strong organizational and time management abilities.
• Ability to work independently in a remote environment.

Preferred Qualifications

• Experience collecting commercial or B2B accounts.
• Background in financial services, accounting, or customer billing.
• Experience working with U.S.-based customers.
• Familiarity with ERP, accounting, or billing systems.

Compensation & Benefits

• Compensation and benefits were not specified in the provided job description.

Location

• Full-Time, Remote
• Working Hours: U.S. Business Hours

Key Metrics for Success (KPIs)

• Daily outbound call volume (100+ calls per day).
• Number of payments collected and accounts resolved.
• Follow-up consistency and response times.
• Accuracy of CRM documentation and account records.
• Reduction in outstanding accounts receivable.
• Achievement of collection targets and recovery goals.

Interview Process

• Initial Phone Screen
• Spark Hire Intro Video (3–5 minutes)
• Client Interview
• Offer & Onboarding