Collections Specialist

Overview

This full-time, remote role is focused on results-driven outbound collections for past-due accounts. You will manage payment recovery, follow up on overdue balances, resolve billing issues, and maintain accurate account records to protect cash flow.

Working hours are U.S. business hours.

Responsibilities

Collections & Payment Recovery

• Make 100+ outbound collections calls daily to customers with past-due balances
• Follow up consistently by phone and email
• Secure:
  • 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
• Maintain clear visibility into every active collections account
• Ensure documentation is accurate, complete, and current
• Record follow-up dates and next actions consistently

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 that can improve:
  • Recovery rates
  • Billing accuracy
  • Collections workflows
  • Payment tracking
• Maintain strong activity and follow-up discipline
• Help 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

Compensation & Benefits

Compensation and benefits were not specified in the provided description.

Location

Remote (full-time). Working hours are U.S. business hours.

Interview Process

• Initial application
• Spark Hire one-way video interview
• Recruiter interview
• Final interview
• Required Spark Hire video interview step

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