Sr. Collections Specialist

Sr. Collections Specialist

Location:

Norfolk, VA, US

The Senior Collections Specialist is responsible for managing a portfolio of complex accounts receivable and driving the resolution of outstanding balances through strategic, analytical, and customer-focused collection practices. This role goes beyond traditional collections by requiring critical evaluation of account history, dispute dynamics, and customer behavior to develop tailored collection strategies that reduce Days Sales Outstanding (DSO) and optimize cash flow.

• Own and manage a portfolio of customer accounts, developing and executing strategic collection plans to drive timely payment and minimize risk exposure.
• Conduct proactive and targeted collection campaigns through professional communication (phone and email), applying negotiation techniques to secure payment commitments.
• Analyze account status, payment trends, and dispute history to determine optimal collection approach and identify potential risks or escalation needs.
• Lead the resolution of short payments and discrepancies by validating supporting documentation and clearly communicating findings to customers.
• Drive closure of all reviewed and rejected disputes by following up with customers for missing or additional documentation, collaborating with internal stakeholders to validate claims, and escalating to Sales for commercial settlements when appropriate.
• Act as a central liaison across departments (Customer Service, Documentation, Cash Applications, Operations, etc.) to remove barriers to payment and ensure a seamless customer experience.
• Prepare, analyze, and present account and portfolio-level reporting to Senior Management, highlighting trends, risks, and recommended actions.
• Manage customer account reconciliations, including remittance application issues, over payments, duplicate payments, offsets, and small balance write-offs.
• Identify process improvement opportunities and contribute to initiatives that enhance collection efficiency and dispute resolution effectiveness.
• Support special projects and ad hoc analyses as required.

• Advanced knowledge of collections strategies, dispute resolution processes, and accounts receivable management.
• Strong analytical and problem‑solving capabilities, with the ability to interpret complex account scenarios and make sound decisions.
• Demonstrated negotiation skills with the ability to influence outcomes while preserving customer relationships.
• High proficiency in Microsoft Excel (including pivot tables, VLOOKUPs, and data analysis).
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and professionally.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple accounts and deadlines effectively.
• Ability to synthesize information from multiple systems and departments to form actionable insights.
• Working knowledge of cross‑functional processes (Finance, Imports/Exports, Rates, Detention & Demurrage, etc.).
• Strong conflict resolution skills and the ability to navigate sensitive customer interactions.
• Detail‑oriented with a high degree of accuracy and accountability.
• Self‑motivated, proactive, and capable of working independently with a sense of urgency.
• Customer‑centric mindset with an understanding of the balance between collections enforcement and relationship management.

• Education:
  
  Minimum of a high school diploma or GED; bachelor’s degree preferred.
• Experience:
  
  3–5 years of general experience in corporate collections, including interaction with a large customer base.
• Knowledge of the ocean container shipping industry is a plus but not required.

The expected salary range for this position is $62,000 – $69,000 per year. In addition to base salary, this position may be eligible for performance‑based bonuses, comprehensive benefits (health insurance, retirement plans, tuition repayment, paid time off), and professional development opportunities.

We are committed to fair and equitable compensation practices and are proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our values and will not be tolerated.