Senior Collections Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee customer collections activities and facilitate the prompt resolution of outstanding accounts receivable balances.

• Reach out to customers regarding overdue balances and promote timely payment resolution.

• Keep precise records of collection efforts, customer commitments, disputes, and follow-up actions.

• Balance effective collection strategies with a professional, solution-focused customer experience.

• Escalate accounts with risks, recurring payment challenges, and unresolved disputes when necessary.

• Accurately and promptly process customer payments and refunds.

• Reconcile discrepancies between Follett and customer records.

• Collaborate with internal teams to resolve issues related to unapplied cash, short payments, disputed balances, credits, and other account matters.

• Process approved write-offs and account adjustments.

• Maintain up-to-date and accurate customer account records, contacts, terms, billing requirements, and associated data.

• Upload invoices and supporting documents to customer portals.

• Provide support for accounts across various legal entities and currencies.

• Ensure account documentation and internal records are comprehensive, organized, and audit-ready.

• Collaborate with Accounts Receivable, billing departments, customer-facing teams, and other internal stakeholders.

• Communicate professionally with both internal and external customers.

• Identify trends, recurring issues, and process gaps, and suggest improvements.

• Perform additional responsibilities as assigned.

⛳️ Requirements

• High school diploma or equivalent is required.

• 5–8+ years of experience in collections, accounts receivable, or related accounting fields is required.

• Proven experience in managing customer collections activities, payment processing, refunds, and account reconciliation.

• Experience with customers, accounts, or transactions across multiple currencies and/or legal entities is strongly preferred.

• Excellent written and verbal communication skills.

• Ability to handle challenging conversations and manage conflicts constructively.

• Strong negotiation, follow-up, and problem-solving abilities.

• A solid customer service mindset and sound judgment.

• Capacity to work independently while juggling multiple priorities with accuracy, organization, and attention to detail.

• Experience in maintaining customer account records, billing requirements, and portal submissions.

• Proficient in systems related to ERP, accounting, billing, or receivables platforms.

• Strong Excel skills, including data organization, account detail analysis, variance identification, and support for collections and reconciliation.

• Excellent documentation skills.

• Must currently reside in the United States and be able to work without sponsorship.

• A suitable private and quiet workspace at home.

• Work schedule should allow for significant overlap with customers and internal teams located in the southern hemisphere.

🏝️ Benefits

• Fully remote work from anywhere within the continental U.S. (unless otherwise stated).

• Subsidized healthcare plans, including orthodontic coverage, with an HSA option that features employer matching.

• Company-sponsored disability and life insurance, along with optional voluntary plans for enhanced coverage.

• Generous Paid Time Off, including Flex PTO for salaried positions, paid parental leave, company holidays, and paid time for volunteer services.

• Retirement savings with employer matching, vesting occurring every pay period.

• Flexible Spending Accounts for healthcare and dependent care.

• Optional supplemental coverages, including accident, hospital, and critical illness insurance.

• Identity theft and credit monitoring services.

• Legal protection services.

• Recognition and tangible rewards for both individual and team accomplishments.