Senior Collections Specialist

Overview

This remote role is part of the Shared Services organization and reports to the Lead, Shared Services. The position supports objectives related to optimizing risk-based decisions and helping consumers understand and manage their personal information.

Occasional in-person attendance at work-related events may be required at the discretion of management.

Responsibilities

• Manage a high-volume portfolio of business-to-business customer accounts, prioritizing past-due receivables and balances aged 90 days or more.
• Proactively engage customers with overdue accounts to develop and execute effective collection strategies and payment plans.
• Facilitate communication and information exchange with customers to collect outstanding receivables within established contractual payment terms.
• Conduct scheduled collection calls, address critical discussion points, and accurately document outcomes and follow-up actions in the designated system.
• Investigate, analyze, and resolve invoice disputes in collaboration with external customers and internal business partners.
• Partner with Sales and other cross-functional teams to coordinate collection efforts and support cash-flow objectives.
• Analyze portfolio and account data to identify risk, prioritize collection activities, solve complex problems, and drive timely resolution of outstanding balances.
• Maintain accurate account documentation and perform collection activities in compliance with company policies, procedures, and internal controls.
• Identify recurring issues and trends, recommend process improvements, and support special projects and other departmental priorities as assigned.

Requirements

• Minimum of two to three years of hands-on collections experience working with business-to-business customers.
• Demonstrated experience managing high-volume portfolios and supporting challenging customer accounts.
• Metric-oriented approach, with the ability to work toward established targets for past-due accounts and balances aged 90 days or more.
• Strong verbal and written communication skills in English and Spanish, with attention to detail and accurate documentation.
• Ability to manage conflicting priorities, meet strict deadlines, adapt to ongoing changes in policies, procedures, and technology, and work efficiently with a sense of urgency.

Preferred Qualifications

• Experience using PeopleSoft or a comparable enterprise resource planning system.
• Experience developing customer payment plans and collection strategies.
• Cross-functional collaboration experience with Sales and other internal business partners.
• Process-improvement skills, including identifying trends, recurring issues, and opportunities for greater efficiency.
• Relationship-building skills that support constructive customer engagement and effective teamwork.

Technical Skills

• Proficiency in Microsoft Excel.
• Ability to use collection processes, procedures, and account-management systems to recover aging invoices.
• Strong analytical and data-review capabilities to identify risk, resolve complex account issues, and prioritize collection activities.

Location

Remote; occasional in-person attendance at work-related events may be required at the discretion of management.