The Collections Specialist is a vital member of a collaborative team, responsible for optimizing cash flow, reducing bad debt, and dedicated to managing and reducing outstanding balances. This role emphasizes customer-centric service, fostering relationships to support timely payments while ensuring a positive customer experience. You will work with a diverse portfolio of clients, including commercial, residential, and specialized accounts, utilizing innovative tools and collections strategies.
Reports To
Supervisor Collections
- Manage a portfolio of accounts to achieve key metrics, including reducing past-due balances, bad debt, and DSO through proactive communication and resolution strategies.
- Conduct proactive customer outreach to resolve outstanding invoices, address disputes, and secure payment commitments.
- Manage payments, reconcile accounts, resolve disputes, assist with credit card chargebacks and returned payments, and coordinate lien waiver requests to facilitate payments.
- Negotiate effective and mutually beneficial payment arrangements with customers, focusing on retention and satisfaction.
- Respond to customers regarding questions on service, billing, taking payments as well as fielding questions beyond scope of collections and billing to the best of ability.
- Responsible for inbound calls for residential customers through the Robocaller program as well as assigned department phone coverage.
- Provide reporting, updates, and progress on collection activities, performance metrics, and accounts receivable aging.
- Utilize and maintain records within the company’s systems and tools, ensuring timeliness, data accuracy and compliance with regulatory standards.
- Perform other duties as required or assigned.
- High school diploma or equivalent required; associate or bachelor’s degree in finance, accounting, or a related field preferred.
- Minimum of 2 years in Business-to-Business (B2B) collections, with Business-to-Consumer (B2C) experience as a plus.
- Waste management and/or construction collections experience preferred.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook) required.
- Licenses/Certificates/Designations – National Association of Credit Management (NACM) or similar is preferred.
- Excellent time-management, effective written and verbal communication skills.
- Strong analytical, negotiation, problem-solving, and customer service skills.
- Familiarity with Enterprise Resource Planning (ERP) systems, order to cash tools, and reporting tools (e.g. Power BI).
- Must be able to work in a team environment as well as independently.
- Fluent in Spanish is a plus.
- Some regional travel may be required.
Physical Demands / Environmental Factors
- While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
- Occasionally required to stand and walk.
- Must frequently lift and/or move up to ten pounds.
- Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.