Sr. Credit/Collections Specialist

Overview

The organization is seeking a remote, customer-focused Sr. Credit/Collections Specialist to support a fast-paced, high-volume Accounts Receivable service environment. This role serves as a primary point of contact for a large volume, business-critical customer portfolio and requires balancing efficiency, professionalism, and problem resolution while delivering a best-in-class customer experience.

Responsibilities

• Manage complex, high-volume collections portfolios, including high-value delinquent accounts
• Serve as a customer contact across inbound and outbound interactions using multiple channels (phone, email, and AI-enabled customer engagement tools)
• Communicate clearly and professionally with customers; de-escalate concerns and drive issues to resolution
• Apply critical thinking and problem-solving to build and execute solutions
• Maintain accuracy and quality while prioritizing competing demands
• Use multitasking across multiple systems and communication channels
• Collaborate with internal partners to resolve customer issues quickly and effectively (as needed)
• Demonstrate high levels of accountability, professionalism, and ownership
• Adapt to a dynamic, continuously evolving environment

Requirements

• Typically requires 5+ years of related experience providing concierge “white glove” service to priority clients, with 2+ years of commercial collections experience
• Proven experience managing complex high-volume collections portfolios with high-value delinquent accounts
• Customer-first mindset with a commitment to delivering white-glove service
• Proven success with high-volume customer interactions
• Strong critical thinking and problem-solving abilities
• Ability to de-escalate customer concerns and drive issues to resolution
• Superb verbal and written communication skills
• Strong multitasking ability across multiple systems and communication channels
• Ability to prioritize competing demands while maintaining accuracy and quality
• Experience leveraging technology, automation, and AI-enabled tools to enhance customer interactions

Preferred Qualifications

• Experience supporting complex customer accounts and sensitive customer situations
• Demonstrated ability to meet productivity, quality, and customer satisfaction metrics
• Experience working in healthcare, pharmaceutical distribution, financial services, or other service-intensive industries preferred
• Track record of collaborating with internal partners to resolve customer issues quickly and effectively

Compensation & Benefits

• Base pay range: $22.91 - $38.18
• Compensation is determined by factors including performance, experience and skills, equity, regular job market evaluations, and geographical markets
• Additional compensation may include an annual bonus or long-term incentive opportunities
• Benefits are part of the organization’s Total Rewards program (details not provided in the posting)

Location

• Fully remote
• Hours: Monday through Friday 8a–5p CT, with a 10a–7p CT rotation