Collections Specialist

Role Overview

• 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 and 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.

Requirements

• 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 situations.
• Proficiency in accounting software (e.g., QuickBooks, SAP, Oracle, NetSuite) and Microsoft Excel (intermediate proficiency with pivot tables and VLOOKUPs preferred).
• High attention to detail and accuracy in financial reporting and data entry.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Customer service-oriented with a positive attitude and ability to resolve disputes professionally.
• Experience with automated Accounts Receivable systems and tools (e.g., High Radius).
• Knowledge of the TPA industry.
• Ability to work in a team environment.

Tech Stack

• Oracle

Benefits

• Flexible work schedule.
• Referral incentive program.
• Career development and promotional growth opportunities.
• A diverse and comprehensive benefits offering including medical, dental vision, 401K on day one.