Collections Specialist

Collections Specialist Primary Purpose of the Role

The Collections Specialist is responsible for managing a complex portfolio of accounts and leading collection strategies to ensure timely recovery of outstanding payments and minimize bad debt exposure. This role applies advanced knowledge of accounts receivable and collections principles to evaluate risk, resolve escalated and non‑routine issues, and determine appropriate courses of action. Operating with a high degree of independence, the Collections Specialist exercises sound judgment beyond standard procedures to address complex collection matters, influence outcomes, and drive effective resolution.

The role serves as a subject‑matter expert and escalation point for the team, partners cross‑functionally to resolve issues and improve processes, and contributes to the overall effectiveness and efficiency of the collections function.

• Manages a portfolio of high‑risk, high‑value, and complex customer accounts; develops and executes tailored collection strategies to drive resolution and reduce financial exposure.

• Evaluates account status, payment trends, and risk indicators to determine appropriate collection approach, exercising independent judgment in situations that may not be fully addressed by established procedures. May deviate from policy to provide write‑offs and discounts to collect outstanding debts and maintain the client relationship.

• Leads resolution of escalated, sensitive, or non‑routine collection issues by analyzing root causes, collaborating with cross‑functional partners, and determining appropriate corrective actions.

• Investigates and independently resolves billing discrepancies, disputes, and account issues, ensuring timely and accurate resolution while balancing customer relationships and financial outcomes.

• Identifies delinquency trends, systemic issues, and process gaps; recommends and supports implementation of process improvements to enhance collection effectiveness and reduce recurring issues.

• Serves as a subject matter expert for collections policies, procedures, and systems; provides guidance to team members and supports consistent application of best practices.

• Reviews and monitors aging reports and account performance metrics; takes proactive action to mitigate risk and improve collection outcomes.

• Ensures accurate and complete documentation of collection activities, escalations, and account resolutions in compliance with internal controls and reporting requirements.

• Partners with Billing, Pricing, Operations, and leadership to resolve complex issues, influence decision‑making, and improve end‑to‑end accounts receivable processes.

• Supports month‑end close activities, including account reconciliation, reporting, and identification of variances or risks impacting financial results.

• Mentors and supports onboarding of team members, providing guidance on complex issue resolution, best practices, and effective collection strategies.

• Prioritizes workload, balances competing priorities, and independently manages assignments in a fast‑paced environment while meeting performance expectations.

• Maintains a high level of professionalism and customer focus while managing sensitive or escalated client interactions.

Bachelor’s degree in accounting, finance or a related field from an accredited college or university preferred. Five (5) years of related experience in accounts receivable, collections, or related financial operations including managing complex accounts, escalations and customer disputes, or equivalent combination of education and experience required.

• Demonstrated leadership presence with the ability to mentor, coach, and influence junior team members

• Strong analytical and problem‑solving capabilities with process improvement focus

• Demonstrated ability to handle complex collection matters and escalations

• Solid understanding of accounting principles related to accounts receivable and collections

• Strong communication, negotiation, and interpersonal skills with the ability to influence outcomes, mentor peers, and effectively manage sensitive or escalated customer…