Collections Specialist

The Collections Specialist ensures timely and accurate recovery of outstanding customer balances to support the organization’s cash flow. The role manages structured outreach, resolves billing discrepancies, and maintains compliant documentation while upholding professional, service‑oriented communication throughout the collection process.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Conduct structured outreach via phone, email, and written communication to secure timely payment on outstanding balances.
• Document all customer interactions, commitments, and outcomes in accordance with company standards.

• Monitor aging reports to identify delinquent accounts and prioritize follow up.
• Flag discrepancies, missing payments, or invoice issues and coordinate with internal teams for correction.

• Investigate customer concerns related to balances, invoices, or payment expectations.
• Perform account reconciliation to identify and resolve discrepancies.
• Collaborate with Sales, Customer Service, Training, and the Service Department to resolve issues while maintaining a professional, service-oriented approach.

• Maintain complete, audit ready documentation of all collection activities.
• Provide status updates, escalation summaries, and reporting to leadership as needed.

• Identify workflow gaps and recommend improvements to enhance efficiency and customer experience.
• Support the development and refinement of SOPs, templates, and communication standards.
• Partner with internal teams to streamline processes and strengthen cross functional alignment.
• Other duties as assigned.

• Minimum education:
  
  High school diploma required; a Bachelor’s degree is typically preferred
• Minimum experience:
  
  At minimum (3) years of collections or related experience
• Understanding of best practices related to accounts receivable processes, billing cycles, and payment terms, and credit and collections principles
• Experience with CRM, ERP, or accounting systems
• Knowledge of compliance requirements for collections and documentation
• Strong verbal and written communication
• Excellent attention to detail and ability to maintain accurate account documentation
• Proficiency in Microsoft Office, particularly Excel, Outlook, and Word
• Ability to manage inbound calls and customer emails in a timely manner
• High accuracy in documentation and account reconciliation
• Strong problem-solving skills and analytical thinking
• Strong time management skills and prioritization
• Proficiency with spreadsheets and digital tracking tools
• Ability to work in fast-paced environments with competing deadlines
• Ability to maintain accurate records for audits or reporting.

• Familiarity with Net Suite, Sage or similar platforms
• Understanding of cross departmental workflows (Sales, Customer Service, Training, Service)
• Knowledge of root cause analysis for recurring billing issues
• Conflict de-escalation and relationship building
• Ability to interpret payment trends and customer behavior
• Experience improving or following SOPs and escalation paths
• Experience in medical device, healthcare, or first party collections
• Collaborating with multiple departments to resolve disputes
• Process improvement or documentation development experience
• Exposure to compliance driven or audit heavy environments

• Sitting, standing and walking, which may be for extended periods of time
• Pushing, pulling, and reaching overhead
• Manipulation of objects and materials,…