Senior Accountant (Franchise Accounts Receivable)

Overview

This role manages a high-volume franchise accounts receivable (AR) portfolio, including collections, cash application, recurring ACH payments, aging, and complex account investigations. You will support internal teams by resolving escalated receivables matters and serving as a primary point of contact for invoice discrepancies.

Responsibilities

• Own an assigned portfolio of franchise customer accounts and prioritize collection activity based on aging and payment status.
• Maintain recurring ACH arrangements and support daily cash application and deposit-related research.
• Research billed amounts, collections exceptions, payment allocations, disputed balances, and credit/debit adjustments.
• Calculate contract-related termination and interpret contracts or other fees for review by the appropriate business/legal team as assigned.
• Communicate with franchise owners, property contacts, and internal teams to resolve complex AR issues.
• Advise AR Accountants on challenging cases, escalation routes, and account resolution documentation.
• Document customer correspondence, payment commitments, and next steps in the relevant system and tracking reports.
• Prepare account and portfolio updates for collection review meetings and support process improvements.
• Serve as the primary point of contact for franchisees regarding invoice discrepancies—listen carefully to hotel owners’ concerns and respond with empathy, professionalism, and a clear path forward.
• Develop creative, mutually workable balance resolutions (e.g., payment plans, adjustment proposals, or settlement options) for approval in line with policy.
• Own the handoff of non-AR issues to the appropriate operational departments, providing full context and following up until each issue is resolved.
• Initiate invoice correction tickets and monitor them through completion, keeping franchisees informed of status at each stage.
• Work in conjunction with Franchise Billing to research and correct invoice errors and reduce recurring discrepancies.
• Maintain open communication with the AR Manager and Operations staff on account status, escalations, and emerging trends.

Qualifications

• At least 5 years of experience in accounts receivable collections or high-volume portfolio receivables.
• Knowledge of AR aging, cash applications, recurring payment methods, collections workflows, and account reconciliation.
• Ability to manage a large account portfolio, analyze data in Excel, and resolve complex financial/customer issues.
• Strong professional communication, stakeholder coordination, and follow-through.
• Strong interpersonal relationship skills.
• Ability to listen to and empathize with hotel owners while working toward fair, practical resolutions.
• Ability to work closely with the AR Manager and high-level Operations staff.

Preferred Qualifications

• Experience with Microsoft Dynamics, Yardi ticketing systems, and Excel.
• ACH administration experience, contract-related charge calculations, and/or franchise collections experience.
• Informal mentoring, escalation handling, and process improvement experience.

Compensation & Benefits

• U.S. corporate holiday calendar.

Location

• Work from home.
• Shift/Schedule: Monday to Friday, 8:00 AM to 5:00 PM U.S. Eastern Time.