Account Resolution Specialist

Account Resolution Specialist

This position is responsible for locating and notifying customers with delinquent accounts and attempting to secure payment or payment plans to bring their accounts current.

· High school diploma or equivalent required

· 1+ year of collections, accounts receivable, customer service, or related experience preferred

· Strong communication, negotiation, and customer service skills with the ability to handle difficult conversations professionally

· Strong problem-solving skills and the ability to investigate account issues, identify solutions, and resolve barriers to payment

· Basic computer skills, including Microsoft Office and the ability to learn company software systems

· Handle and resolve customer accounts that are 30, 60, 90+ days past due

· Focus on commercial delinquent accounts, with support to residential accounts as needed

· Contact customers by phone and email to recover outstanding balances

· Bring delinquent accounts current through payments or approval payment agreements

· Provide invoices, statements, account summaries, or other requested documentation to customers

· Explain charges, rate structures, and account activity relevant to the past-due balance

· Assist with verifying service levels or scheduling service (only when needed to resolve the balance)

· Work with internal departments (billing, customer service, dispatch, sales) to resolve issues delaying payment

· Record all communication, payment commitments, and account actions in the system accurately

· Monitor assigned accounts using aging reports and follow the appropriate follow-up schedule

· Maintain professionalism and follow all company guidelines, policies, and confidentiality standards

· Any other tasks or projects as assigned