Collections Specialist

About the Role

The Specialist I, Collections is responsible for managing a high volume of accounts receivable to ensure the timely collection of payments from customers. This role supports strong cash flow by monitoring aging reports, maintaining accurate account status, and conducting proactive outreach to resolve outstanding balances.

The position partners closely with Account Managers and internal teams to provide visibility into collection risks, address customer collection issues, and support the resolution of billing or funding discrepancies. The Specialist manages the shared collections inbox, ensuring timely responses, proper prioritization, and consistent communication with customers, internal stakeholders, and leadership.

Success in this role requires strong attention to detail, persistence, and excellent communication and customer service skills. The ideal candidate demonstrates sound judgment in navigating complex revenue streams while maintaining trust with customers and balancing the need to collect past-due funds. They are adept at organizing high-volume workflows, maintaining accurate documentation, and identifying opportunities to streamline or automate collection practices in ways that enhance both efficiency and the customer experience.

Currently, this is a remote-first position, and the role may require periodic on-site work at our office. Candidates must reside within a reasonable commuting distance to our office or be willing to travel to our office in Herndon, VA when required.

• Demonstrate the Clearinghouse's core competencies:
  Customer Focus, Optimizes Work Processes, Collaborates, Communicates Effectively, and Be Open and Authentic.
• Review and manage accounts receivable aging reports to identify overdue invoices and prioritize collection efforts across contracts, institutions, commercial accounts, and grants.
• Conduct proactive outreach via email and phone to follow up on past-due balances, resolve payment delays, and maintain positive internal and external customer relationships.
• Manage a high-volume shared collections inbox, ensuring timely responses, accurate documentation, and appropriate escalation to the Finance Operations Manager, Controller, or Account Managers as needed.
• Maintain accurate, up-to-date collection notes and payment statuses within tracking tools and the accounting system.
• Collaborate with Account Managers to align on customer status, dispute resolution, and collection strategies.
• Partner with the Finance Operations Manager to provide regular visibility into collection performance, risks, and trends to support informed decision making.
• Work closely with Billing Specialists and customers to resolve billing discrepancies and ensure timely payments.
• Prepare and distribute regular aging reports, collection updates, and follow-up summaries for Accounting and business stakeholders.
• Ensure all collection activities adhere to contract terms, internal policies, and applicable regulations.
• Identify trends in overdue payments or recurring issues and recommend improvements to strengthen collection processes.
• Analyze current collection workflows and propose more efficient, automated, or scalable approaches based on high-volume collections experience.
• Support continuous improvement initiatives aimed at increasing collection efficiency, reducing Days Sales Outstanding (DSO), and enhancing the customer experience.
• Perform other duties as assigned to support Finance Operations and cross-functional needs.

• Bachelors degree in accounting, finance, or a related field; or equivalent relevant work or military experience. A combination of education and experience including military service will also be considered.
• 2 years of direct and relevant experience handling high-volume collections or accounts receivable activities in a fast-paced finance operations environment.
• Experience with:
  Demonstrated experience using Salesforce, RAMP, Sage Intacct, or similar finance, CRM, or billing systems; direct and relevant experience managing high-volume invoicing and aging-driven collection processes; experience working within shared inbox environments or centralized collections workflows; proven customer service experience within a collections or accounts receivable function, including resolving payment issues while maintaining positive client relationships; demonstrated proficiency with Microsoft Office Suite.
• Strong understanding of accounts receivable practices, billing processes, and aging report management.
• High emotional intelligence with the ability to balance assertive collection efforts while maintaining positive customer relationships.
• Excellent verbal and written communication skills, with the ability to convey sensitive information professionally and diplomatically.
• Strong customer service orientation with the ability to de-escalate issues, resolve disputes, and build trust with diverse stakeholders.
• Ability to analyze account data, identify trends, and make…