Remote Collections Specialist

Collections Specialist (Remote – Midwest & East Coast Time Zones Preferred)

We are seeking a highly motivated Collections Specialist to join our remote team. This role is best suited for candidates located in the Midwest or Eastern time zones, as business hours align with customer and operational needs within these regions.

This position is heavily focused on commercial collections, customer service, technology utilization, and performance-driven results. The ideal candidate will have a strong experience in collections, experience navigating ERP and CRM systems, and a proven ability to achieve key collection metrics such as Promise-to-Pay (PTP) conversions, reduction of aged receivables, collection effectiveness, and account resolution rates.

Success in this role requires a professional and customer-focused communication style, strong problem-solving abilities, and the ability to manage a high-volume workload in a fast-paced remote environment.

• Manage assigned accounts receivable aging reports, including high-priority and escalated accounts requiring advanced collection efforts.
• Conduct high-volume collection outreach through phone calls and email communications to secure payment commitments and reduce delinquent balances.
• Negotiate payment arrangements while maintaining positive customer relationships and delivering exceptional customer service.
• Prepare collection correspondence and recommend attorney involvement, third-party collections, or write-offs based on established company guidelines.
• Proactively follow up on customer commitments to maximize Promise-to-Pay fulfillment rates and improve collection performance.

• Serve as a primary point of contact for customers regarding outstanding balances, payment disputes, and account inquiries.
• Investigate and resolve account discrepancies, unapplied payments, short pays, billing issues, and other collection barriers.
• Maintain a customer-centric approach while balancing company objectives and collection goals.
• Escalate complex situations when necessary and partner with leadership to drive successful account resolution.

• Utilize ERP, CRM, and collections management platforms to research accounts, document collection activities, and maintain account records.
• Update customer account information, payment commitments, and collection notes accurately and consistently.
• Work within multiple software applications to support reporting, reconciliation, and collection activities.
• Ensure data integrity across systems while maintaining compliance with company policies and procedures.

• Maintain a daily outbound call volume of approximately 30–35 collection calls per day.
• Consistently achieve and exceed key performance indicators, including:
  Promise-to-Pay (PTP) conversion rates, Promise-to-Pay kept rates, reduction in aging receivables, past-due balance recovery, account resolution metrics, productivity and call volume goals, collection effectiveness targets.
• Track collection activities and outcomes to support department reporting and continuous improvement initiatives.

• Maintain detailed documentation of customer interactions, collection efforts, disputes, and payment agreements.
• Comply with applicable state and federal collection regulations, including FDCPA and FCRA requirements.
• Protect customer information and maintain confidentiality in accordance with company policies and industry standards.

• Minimum of 2+ years of collections, accounts receivable, or credit and collections experience.
• Proven success managing collections KPIs and delivering measurable collection results.
• Experience handling 30–35+ collection calls daily in a structured, metric-driven environment.
• Strong customer service and relationship management skills.
• Bilingual (spoken and written) required.
• Experience working with ERP systems in a collections, finance, or accounting environment.
• Proficiency in Microsoft Office Suite, including Excel, Outlook, and Word.
• Strong written and verbal communication skills.
• Ability to work…