Collections Specialist

The Collections Specialist II is an experienced collections professional responsible for managing complex and advanced-stage delinquent customer accounts. This position independently researches and resolves account issues, negotiates payment arrangements and approved settlements, manages accounts progressing toward cancellation or external collection activity, and applies sound judgment to determine appropriate next steps within established guidelines. As an advanced individual contributor, the Collections Specialist II demonstrates a high level of proficiency in Guardian's collection processes, systems, and account-resolution practices.

The position may share knowledge and provide informal support to less-experienced team members but does not have formal coaching, workflow oversight, or people-management responsibilities.

• Manage an assigned portfolio of complex and advanced-stage delinquent customer accounts, including accounts 121+ days past due.
• Independently execute appropriate collection strategies based on account status, history, customer circumstances, and established collection procedures.
• Contact customers through approved communication channels to secure payment and resolve outstanding balances.
• Negotiate payment arrangements and other approved account resolutions within established authority and guidelines.
• Review customer agreements, billing activity, payment history, previous collection efforts, and account documentation to determine appropriate next steps.
• Prioritize assigned accounts based on delinquency stage, balance, risk, customer circumstances, and required collection timelines.
• Meet established individual productivity, quality, recovery, and collection-performance expectations.

• Prepare eligible accounts for Final Notice and Cancel Non-Pay actions in accordance with established procedures.
• Review canceled accounts and pursue appropriate payment or settlement resolution prior to referral to third-party collection agencies.
• Reconcile complex payment and account histories to validate outstanding balances and identify discrepancies.
• Research billing, payment, service, contract, and account issues that may be preventing successful collection.
• Negotiate approved settlement arrangements within established parameters and appropriately document agreed-upon terms.
• Identify accounts requiring additional authority, specialized handling, legal review, or leadership intervention and elevate them to the Collections Team Lead or Collections Manager as appropriate.
• Partner with internal departments to resolve account issues affecting collection activity or customer resolution.

• Manage complex or challenging customer conversations using effective listening, negotiation, conflict-resolution, and problem-solving skills.
• Clearly explain account history, outstanding balances, contractual obligations, available resolution options, and next steps.
• Balance recovery of outstanding balances with Guardian's customer-service expectations and established collection practices.
• De-escalate customer concerns when possible and appropriately involve the Team Lead in escalated or sensitive situations.
• Maintain professional, respectful, and solution-oriented communication throughout the collection process.
• Recognize situations requiring additional review because of unusual customer circumstances, account complexity, or potential financial or reputational risk.

• Maintain advanced proficiency in Guardian's CRM, billing, payment, collection, and related business systems.
• Accurately document customer communications, payment commitments, settlement…