Collections & Account Support Specialist

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Full Time CLERICAL DFW, TX, Irving, TX, US

2 days ago Requisition

Salary Range: $22.00 To $26.00 Annually

About the company

High Ground is a private equity-backed leader in the disaster mitigation and property restoration services industry. Founded in 2020 with the acquisition of Dry Force, headquartered in Dallas, TX, High Ground has grown through strategic acquisitions and now operates fourteen leading restoration brands across the United States. By combining industry-leading technology, operational excellence, and a highly skilled workforce, High Ground delivers best-in-class service to residential and commercial customers while supporting long-term growth across its portfolio of companies.

Collections & Account Support Specialist

Position Summary

The Collections Specialist is responsible for managing an assigned portfolio of customer accounts to ensure timely payment of outstanding invoices while delivering an exceptional customer experience. As part of the Accounts Receivable Center of Excellence (COE), this role serves as the primary point of contact for customer payment inquiries, incoming Accounts Receivable calls, and day-to-day collection activities across multiple restoration brands.

Collections Specialists play a vital role in supporting healthy cash flow by maintaining an intentional daily collection cadence, building positive customer relationships, resolving routine payment issues, and ensuring customers receive timely, professional service. They work collaboratively with internal departments and Accounts Receivable Specialists to keep accounts progressing toward resolution while escalating complex operational, insurance, or documentation issues when additional expertise is required.

Success in this role requires strong customer service skills, organization, accountability, professionalism, and the ability to balance effective collections by preserving long-term customer relationships.

Key Responsibilities

• Manage an assigned portfolio of customer accounts across multiple brands, ensuring timely follow-up and payment of outstanding invoices.
• Serve as the primary point of contact for incoming Accounts Receivable phone calls and emails by answering customer questions, providing account information, resolving routine payment inquiries, and directing complex issues to the appropriate internal resources.
• Maintain an intentional daily collection cadence by consistently contacting customers through phone, email, and other communication methods while documenting all account activity.
• Deliver an exceptional customer experience by building trust, demonstrating empathy, and maintaining professional, respectful communication throughout the collection process.
• Investigate routine payment delays, identify barriers to payment, and collaborate with customers and internal teams to resolve issues affecting timely collections.
• Negotiate payment commitments, payment arrangements, and collection strategies that support both customer needs and organizational objectives.
• Accurately document customer communications, payment commitments, disputes, and collection activity within company systems.
• Escalate accounts requiring insurance negotiations, operational intervention, legal research, or advanced problem solving to an Accounts Receivable Specialist while maintaining ownership of collection follow-up.
• Monitor assigned accounts, prioritize daily workload, and consistently contribute to improving cash flow, reducing delinquent balances, and achieving departmental performance goals.
• Support standardized processes, continuous improvement initiatives, and best practices that contribute to the ongoing development of the Accounts Receivable Center of Excellence.

Qualifications

• Two (2) or more years of experience in collections, accounts receivable, customer service, or a related field.
• Excellent customer service, communication, and interpersonal skills.
• Strong negotiation skills related to payment commitments, payment arrangements, and…