Collections Specialist

Collections Specialist

The Collections Specialist works in a fast-paced, goal-oriented collections department and focuses on reducing delinquency for assigned accounts by managing collection calls and correspondence, resolving account issues, and delivering professional customer service. This role processes customer refunds and account adjustments, reviews and reconciles accounts, resolves discrepancies and short payments, and ensures accurate handling of credit notes while maintaining strong working relationships with internal teams and customers.

• Make timely collection calls and send correspondence to customers in a fast-paced, goal-oriented collections environment.
• Monitor and maintain assigned customer accounts to reduce delinquency and ensure timely payments.
• Provide professional customer service regarding collection issues, billing questions, and account status.
• Process customer refunds accurately and in accordance with internal procedures.
• Process and review account adjustments to ensure that account balances are correct and justified.
• Investigate and resolve client discrepancies, including short payments and disputed charges.
• Perform customer account reconciliations to identify and correct variances or errors.
• Process credit notes and ensure they are applied correctly to customer accounts.
• Enlist the efforts of internal teams, such as finance, asset management, and property operations, to accelerate the collection process when needed.
• Communicate clearly and follow up effectively with customers on a daily basis regarding their accounts and payment commitments.
• Establish and maintain effective and cooperative working relationships with customers, asset managers, and property operation teams.
• Document all collection activities, customer interactions, and account updates in an accurate and timely manner.

• Experience working in a collections department or similar credit and collections role in a fast-paced, goal-oriented environment.
• Strong customer service skills with the ability to handle collection issues professionally and courteously.
• Ability to monitor, maintain, and manage multiple assigned accounts simultaneously.
• Proficiency in processing customer refunds, account adjustments, and credit notes with high accuracy.
• Skill in investigating and resolving client discrepancies, including short payments and account disputes.
• Experience performing customer account reconciliations to identify and correct variances.
• Strong verbal and written communication skills for effective daily communication and follow-up with customers.
• Ability to collaborate with internal teams, such as asset managers and property operations, to support the collection process.
• Organizational skills and attention to detail to ensure accurate documentation and account maintenance.
• Capability to work effectively in a fast-paced environment with defined collection goals and deadlines.

• Background in accounts receivable, credit control, or financial operations.
• Familiarity with account reconciliation processes and credit note application.
• Comfort using financial or accounting systems and related office software to manage customer accounts and documentation.

The role operates within a fast-paced, goal-oriented collections department that emphasizes timely follow-up and accurate account management. The Collections Specialist typically works in an office-based environment using computers, financial or accounting systems, and standard office software to manage customer accounts, process adjustments, and document activities. The position involves frequent phone and email communication with customers and collaboration with internal teams such as asset management…