Collection Specialist

This is a fully remote position, open to applicants in Mexico, +2 more countries.

📋 Description

• Reach out to customers via phone, email, and text concerning overdue balances.

• Obtain payments or solid commitments for payment and ensure follow-up until balances are cleared.

• Prioritize collection efforts based on account balances, aging, and specific collection activities.

• Monitor payment promises and follow up as due dates approach.

• Navigate automated collection tasks within NetSuite or similar systems.

• Execute first reminders, second reminders, and escalations to sales representatives.

• Keep collection tasks up-to-date, accurately recorded, and appropriately closed.

• Advance accounts through designated escalation procedures.

• Verify and refresh billing and accounts payable contact information and details.

• Investigate closed locations, changes in ownership, duplicate records, and test accounts.

• Collaborate with Accounting on account clean-up and updates.

• Assist customers with their online payment procedures.

• Resend invoices, statements, and payment documentation as required.

• Confirm and document payments received.

• Identify reasons for unpaid balances, such as missing purchase orders, disputed charges, incorrect contacts, and unapplied credits.

• Direct disputes, credit requests, payment plans, and other issues to the Accounting or Sales departments.

• Maintain comprehensive records of customer interactions in NetSuite.

• Document calls, emails, payment commitments, account modifications, and follow-up actions.

• Provide weekly updates on accounts managed, payments collected, promises made, contact revisions, and accounts needing escalation.

• Perform additional administrative and collections-related tasks as necessary.

⛳️ Requirements

• A minimum of 2 years of experience in collections, accounts receivable, billing, or phone-based B2B customer service.

• Proficient in English with outstanding verbal communication and a neutral, professional American accent.

• Strong written English capabilities for drafting clear, concise, and professional emails and messages.

• Familiarity with NetSuite, ERP, CRM, or similar business systems is advantageous.

• Quick adaptability to new software and workflows.

• Experience in the restaurant, franchise, or QSR industry is a plus but not mandatory.

• Availability to work Monday through Friday, 9:00 AM to 5:00 PM U.S. Eastern Time.

• A reliable computer, professional headset, high-speed internet, and backup internet/power for potential outages.

• A quiet and dedicated home workspace suitable for frequent customer interactions.

• Confident and professional communication skills during payment discussions.

• Persistence in requesting payments while maintaining positive relationships with customers.

• Ability to handle frustrated or difficult customers calmly and professionally.

• Highly organized and detail-oriented with excellent follow-through.

• Comfortable managing high volumes of repetitive outbound calls and daily task queues.

• Resourceful and proactive in dealing with outdated or hard-to-reach contact information.

• Self-motivated, reliable, and capable of working independently in a remote setting.

• Results-driven focus on funds collected and accounts resolved.

• Capacity to collaborate effectively with Accounting, Sales, and Customer Operations teams.

• Proficient in utilizing AI tools for drafting communications, summarizing information, and prioritizing tasks.

🏝️ Benefits

• Direct client relationships and independent management of client-related matters.

• Payments processed directly by the client; salary disbursed directly to the worker.

• Vacation leave and holiday scheduling aligned with client business needs and policies.

• Application review and consideration by the client for shortlisted candidates.

• Loom video application process accompanied by interview guidance.

• Opportunity to work remotely.

• Client discretion regarding vacation leaves and holidays.