Collections Specialist

PRIMARY PURPOSE OF THE ROLE

The Collections Specialist is responsible for managing a complex portfolio of accounts and leading collection strategies to ensure timely recovery of outstanding payments and minimize bad debt exposure.

• Manage a portfolio of high-risk, high-value, and complex customer accounts; develop and execute tailored collection strategies to drive resolution and reduce financial exposure.
• Evaluate account status, payment trends, and risk indicators, exercising independent judgment in situations that may not be fully addressed by established procedures. May deviate from policy to provide write‑offs and discounts to collect outstanding debts and maintain the client relationship.
• Lead resolution of escalated, sensitive, or non-routine collection issues by analyzing root causes, collaborating with cross‑functional partners, and determining appropriate corrective actions.
• Investigate and independently resolve billing discrepancies, disputes, and account issues, ensuring timely and accurate resolution while balancing customer relationships and financial outcomes.
• Identify delinquency trends, systemic issues, and process gaps; recommend and support implementation of process improvements to enhance collection effectiveness and reduce recurring issues.
• Serve as a subject matter expert for collections policies, procedures, and systems; provide guidance to team members and support consistent application of best practices.
• Review and monitor aging reports and account performance metrics; take proactive action to mitigate risk and improve collection outcomes.
• Ensure accurate and complete documentation of collection activities, escalations, and account resolutions in compliance with internal controls and reporting requirements.
• Partner with Billing, Pricing, Operations, and leadership to resolve complex issues, influence decision‑making, and improve end‑to‑end accounts receivable processes.
• Support month‑end close activities, including account reconciliation, reporting, and identification of variances or risks impacting financial results.
• Mentor and support onboarding of team members, providing guidance on complex issue resolution, best practices, and effective collection strategies.
• Prioritize workload, balance competing priorities, and independently manage assignments in a fast‑paced environment while meeting performance expectations.
• Maintain a high level of professionalism and customer focus while managing sensitive or escalated client interactions.

• Bachelor’s degree in accounting, finance, or a related field from an accredited institution preferred.
• Five (5) years of related experience in accounts receivable, collections, or related financial operations, including managing complex accounts, escalations, and customer disputes, or an equivalent combination of education and experience.
• Strong analytical and problem‑solving capabilities with a focus on process improvement.
• Demonstrated ability to handle complex collection matters and escalations.
• Solid understanding of accounting principles related to accounts receivable and collections.
• Strong communication, negotiation, and interpersonal skills with the ability to influence outcomes, mentor peers, and effectively manage sensitive or escalated customer situations.
• Proficiency in accounting software (e.g., Quick Books, SAP, Oracle, Net Suite) and Microsoft Excel (intermediate proficiency with pivot tables and VLOOKUPs preferred).
• High attention to detail and accuracy in financial reporting and data entry.
• Ability to manage multiple priorities and meet deadlines in a fast‑paced environment.
• Customer‑service oriented with a positive attitude and ability to resolve disputes professionally.
• Experience with automated Accounts Receivable systems and tools (e.g., High Radius).
• Knowledge of the TPA industry.
• Ability to work in a team environment.
• Ability to meet or exceed performance competencies.

• Flexible work schedule.
• Referral incentive program.
• Career development and promotional growth opportunities.
• Comprehensive benefits offering including medical, dental, vision, and 401(k) on day one.

When applicable and…