Receivables Support Representative

Overview

This role supports accounts receivable and collections by managing customer accounts from initial follow-up through final resolution. Responsibilities include outbound collection efforts, resolving billing issues, maintaining accurate account records, and helping ensure consistent cash flow.

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

Responsibilities

Collections & Accounts Receivable

• Execute daily outbound collections through phone and email
• Follow up consistently on past-due invoices and outstanding balances
• Secure payments and document payment commitments
• Monitor aging accounts and help reduce delinquency
• Maintain structured follow-up schedules until balances are resolved
• Identify eligible customers and encourage auto-pay enrollment
• Balance collection urgency with a professional customer experience

Billing & Invoice Resolution

• Investigate invoice discrepancies and customer billing concerns
• Resolve account setup issues and system-related billing errors
• Identify root causes of billing problems rather than applying temporary fixes
• Coordinate with internal teams when additional support is required
• Provide customers with clear explanations and resolution updates
• Help prevent recurring billing issues through accurate investigation and documentation

Salesforce & Receivables Case Management

• Open, manage, update, and close billing cases in Salesforce
• Maintain clear documentation for every customer account and case, including:
  • Calls and emails
  • Payment commitments
  • Billing issues
  • Investigation details
  • Follow-up actions
  • Final resolutions
• Keep CRM records accurate, complete, organized, and audit-ready
• Confirm customer understanding and resolution before closing cases

Customer Communication

• Communicate professionally and confidently with customers regarding outstanding balances
• Handle payment objections and billing concerns with empathy and persistence
• Provide proactive updates on billing investigations and payment status
• Guide conversations toward clear next steps and resolution
• Maintain positive customer relationships throughout the collections process

Process Improvement & Reporting

• Identify recurring billing, collections, and account issues
• Flag accounts requiring escalation or additional attention
• Recommend improvements to collections workflows and follow-up processes
• Share operational insights with internal teams
• Help reduce repeat billing issues and unnecessary escalations
• Support stronger receivables visibility and cash-flow management

Requirements

• Previous experience in accounts receivable, collections, billing support, payment recovery, or customer account management
• Experience handling past-due accounts and customer payment follow-ups
• Comfort conducting outbound collection calls and emails
• Experience using CRM systems; Salesforce experience strongly preferred
• Strong analytical and problem-solving skills
• Excellent written and verbal English communication
• Strong attention to detail and documentation accuracy
• Ability to manage a high volume of accounts, cases, and follow-ups simultaneously
• Ability to work independently during U.S. business hours

Preferred Qualifications

• Experience working in structured accounts receivable or collections environments
• Proven success reducing aging balances or delinquency
• Experience improving cash-flow collection processes
• Experience driving customer auto-pay enrollment
• Familiarity with root-cause analysis and process improvement
• Experience working with U.S.-based customers or businesses
• Background collaborating with finance, billing, operations, or customer service teams

Key Metrics for Success

• Collections Performance
  • Completion of daily collections activities
  • Total collections secured
  • Reduction in aging and past-due balances
  • Payment commitment completion
  • Auto-pay conversion rate
• Case Management
  • Billing cases opened versus resolved
  • Average case resolution time
  • Minimal cases remaining unresolved beyond two weeks
  • Accurate and complete case documentation
• Operational Quality
  • Timeliness and consistency of customer follow-ups
  • Salesforce/CRM data accuracy
  • Reduction in billing-related escalations
  • Resolution of recurring billing issues
  • Overall reliability and follow-through

Location

Remote (U.S. Business Hours)