Collections Specialist

Role Overview

• Manage dunning queues for failed card payments; prioritize by risk/exposure and act quickly after declines.
• Identify decline reasons (e.g., insufficient funds, expired card, do not honor, issuer unavailable, AVS/CVV mismatch) and follow SOP resolution paths.
• Guide customers to update payment methods via the self-serve portal; when needed, collect updates through approved workflows without storing/transmitting card data (PCI-DSS compliant).
• Execute payment retries per approved schedules; document outcomes and next steps in the system of record.
• Use approved email/phone templates for outreach; escalate non-responsive or high-risk accounts in accordance with policy.
• Create and update Salesforce cases with complete notes, commitments, and supporting docs; keep statuses current for partner teams.
• Partner cross-functionally on straightforward blockers (pricing, tax, credit corrections) by opening well-documented cases and tracking to resolution.
• Provide accurate daily status updates and support short-interval recovery forecasts; ensure clean month-end cutoffs.
• Support customers with billing inquiries and payment declines/failures.
• Review invoices, payments, refunds, chargebacks, credits, and write-offs to support account reconciliations.
• Analyze account documents/data for accuracy; obtain missing or corrected information.
• Follow SOPs, review processes, and recommend improvements.
• Ensure proper period cutoffs for month-end close.
• Serve as the point person for collections-related support cases.
• Work with cross-functional teams to ensure data quality and consistency.
• Work comfortably with spreadsheets, internet applications, and ERP systems.
• Enter data accurately across electronic systems.
• Interface with Sales, Customer Success, and Fulfillment to ensure rapid issue resolution.

Requirements

• 1–2 years in collections, payments support, or a customer-facing SaaS collections role
• Independent self-starter; adaptable in a fast-paced, changing environment
• Excellent written and verbal communication
• High attention to detail
• Able to work under pressure and strict deadlines; flexible
• Comfortable with ambiguity; strong problem-solver and quick thinker
• Clear, professional communicator (email and phone) with disciplined follow-up; empathetic and firm
• Proficient in Google Sheets/Excel for list management and simple reporting
• Detail-oriented, organized, and comfortable working to strict SLAs and month-end timelines
• Receptive to feedback; continuous improvement mindset
• Able to identify broader issues and recommend improvements
• Resilient under workplace demands (remote/office)
• Knowledge of Zuora is a plus
• Experience with Salesforce.com is a plus
• Bachelor’s in Accounting, Finance, Business, or related field is a plus

Tech Stack

• ERP
• SFDC

Benefits

• Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.