Collections Specialist

Overview

This role manages a defined portfolio of delinquent accounts and supports the reduction of past-due balances through proactive outreach, investigative analysis, and issue resolution. You will identify root causes of delinquency, coordinate across internal teams to resolve account issues, and ensure accounts are actively worked in alignment with collections strategies. Work directly impacts cash flow, customer retention, and overall financial performance.

Responsibilities

• Manage and prioritize a portfolio of delinquent accounts, ensuring timely follow-up and resolution of outstanding balances while maintaining positive customer and client relationships.
• Perform outbound collections activities on accounts with balances aged 30, 60, 90, and 120+ days past due via phone, email, and written correspondence.
• Research and resolve short payments, underpayments, unapplied cash, and other payment discrepancies by analyzing account activity and coordinating corrective actions.
• Identify and investigate root causes of delinquency, including billing inaccuracies, eligibility issues, enrollment discrepancies, payment application errors, and customer disputes.
• Collaborate with Billing, Cash Application, Account Management, and other internal stakeholders to resolve account issues and improve collection outcomes.
• Manage and track payment disputes from initial identification through resolution, ensuring proper documentation, timely follow-up, and communication with impacted parties.
• Escalate complex collection issues, high-risk accounts, and unresolved disputes to management as appropriate.

Requirements

• Working knowledge of accounts receivable collection practices and insurance administration processes.
• Strong attention to detail and accuracy when reviewing account activity, researching issues, and documenting collection efforts.
• Effective organizational and time-management skills, with the ability to manage a high-volume portfolio and meet established deadlines.
• Strong written and verbal communication skills to professionally interact with customers, clients, brokers, and internal business partners.
• Ability to analyze account information, identify payment issues, and determine appropriate next steps for resolution.
• Customer-focused mindset with a commitment to delivering responsive, professional, and accurate service.
• Ability to prioritize competing responsibilities and adapt to changing business needs in a fast-paced environment.
• Strong problem-solving skills and ability to exercise sound judgment when handling routine collection matters.
• Ability to work independently while contributing effectively in a collaborative team environment.
• Basic understanding of AR aging, collection techniques, dispute resolution processes, and payment reconciliation.
• Commitment to continuous improvement and willingness to identify opportunities that enhance efficiency and service delivery.

Minimum Qualifications

• Associate’s Degree in Accounting or equivalent work experience.
• 2–5 years of collections or accounts receivable experience.
• Experience managing account portfolios.
• Experience using AR systems and working with customers.
• Proficiency using Microsoft Office products, including:
  • Excel (data sorting, filtering, basic formulas)
  • Outlook (individual and shared mailboxes)
  • Teams
  • SharePoint
• Ability to learn and navigate multiple systems and databases.
• Remote work requirement: maintain internet service that allows you to complete essential job duties without issue. Rates of 50 Mbps download and 10 Mbps upload while hardwired and not on a VPN are sufficient.

Preferred Qualifications

• Experience in the vision, dental, healthcare, insurance, or benefits administration industry.
• Experience with ERP systems, billing platforms, CRM systems, or insurance administration systems.
• Exposure to process improvement, automation initiatives, or workflow optimization projects.
• Familiarity with audit support and internal control processes.
• Experience with high-volume collections environments.

Compensation & Benefits

• FLSA Status: Hourly / Non-Exempt
• Base pay (by geographic pay zone for new hires):
  • Zone A: $20.13–$33.54
  • Zone B: $21.93–$36.54
  • Zone C: $23.61–$39.35
• This role may also be eligible for benefits, bonuses, and commission.
• Benefits may include:
  • Medical, dental, supplemental health, life, and vision coverage for you and your dependents with no wait period
  • Life and disability insurance
  • 401(k) with company match
  • Tuition assistance
  • Paid parental leave and backup family care
  • Flexible time off
  • Backup family care

Location

Remote role in the United States (pay ranges vary by geographic pay zone).