Senior Collections Specialist

Main Purpose

Responsible for payment collections to ensure all past due amounts are collected while preventing the aging of current balances. Responsible for all customer communications (including dunning, refunds, statements) and dispute resolution to ensure all customer portfolios comply with established payment and credit terms.

• Contact customers to pursue payment and reconcile AR differences.
• Effectively manage relationships among customer, sales, DSG/CS, and finance to promote timely collections.
• Review all customer AR balances to ensure billing/invoice and payment accuracy.
• Serve as main contact on all accounting aspects of the customer's account.
• Understand company capabilities, services, and communicate policies and terms to customers.
• Provide oversight and assistance to facilitate timely resolution and payment.
• Escalate delays in resolution to Dispute Management, Director of Finance, or other departments.
• Produce and distribute daily, weekly, and monthly reports as required.
• Create and implement training processes for onboarding and continuing education on job functions.
• Monitor and continuously improve the training manual for collectors.
• Work with team members to improve collection processes via shadowing and feedback sessions.
• Bring CS problems to management that impact customer satisfaction and payment ability.
• Participate in resolving issues by collaborating with internal departments and/or agencies.
• Manage relationships with third‑party agencies.
• Improve reporting capability and analyze collection data to drive results.
• Improve functionality when working with third‑party payment agencies such as CASS, CTSI, US Bank, etc.

• Minimum five years of collections/AR industry experience.
• Strong knowledge of commercial collections.
• Intermediate to advanced Microsoft Excel proficiency.
• Accounting software – SAP FI/CO knowledge preferred.
• Proficiency in Microsoft Office suite.
• Motivated, goal‑oriented, persistent, skilled negotiator.
• High level of initiative and ability to work well independently and in a team.
• Ability to handle stressful situations and deadline pressures well.