Billing and Collections Assistant

Role Overview

• Maintain accurate records of customer balances, payments, and outstanding amounts across monthly, bi-weekly, installment, and other payment arrangements.
• Monitor failed and overdue payments across multiple payment platforms.
• Follow up directly with customers and internal stakeholders until each outstanding payment is collected, escalated, or formally written off.
• Manage collections conversations through email, text message, phone calls, and Circle direct messages.
• Communicate firmly and professionally with customers regarding missed or failed payments while maintaining a positive relationship.
• Regularly reconcile payment platform transactions against internal records to identify and resolve discrepancies promptly.
• Manage chargebacks and payment disputes from beginning to end.
• Gather relevant evidence, communication records, transaction details, and supporting documentation.
• Prepare and submit complete dispute responses before payment platform deadlines.
• Maintain clear records of dispute outcomes, refunds, reversals, and related decisions.
• Work closely with the Operations Assistant responsible for managing the monthly commission cycle.
• Ensure chargebacks, refunds, cancellations, and failed payments are reflected in the appropriate commission clawbacks and adjustments.
• Prepare clean, accurate, and well-documented billing data that supports commission calculations.
• Help ensure commission figures are finalized accurately and without unexpected adjustments at payout.
• Serve as backup support for the commission cycle when needed.
• Review and process customer referral and affiliate payout requests.
• Verify eligibility, confirm payment information, and ensure payouts comply with company policies.
• Apply referral and payout policies consistently.
• Identify and escalate unusual cases that require management approval or a judgment call.
• Follow, maintain, and improve written procedures for payment, collection, commission, and payout activities.
• Maintain reliable trackers using Google Sheets, Excel, and other operational tools.
• Keep a complete and organized paper trail so every payment-related decision can be reviewed by someone who was not involved in the original conversation.
• Identify manual, confusing, repetitive, or error-prone processes and recommend practical improvements.
• Support reporting, dashboard, and workflow automation projects already underway.
• Help ensure important processes are documented and not dependent on tribal knowledge.
• Work closely with the Operations Assistant, Operations Manager, sales managers, setter and dialer teams, and company leadership.
• Confirm that payment, refund, cancellation, and commission information is aligned before numbers are finalized.
• Escalate payment and collection issues early.
• Whenever possible, provide a suggested solution when raising an issue rather than only identifying the problem.

Requirements

• At least 2–5 years of experience in accounts receivable, billing operations, payment processing, collections, bookkeeping support, or a similar finance and operations support role.
• Experience working in a subscription, membership, coaching, education, or recurring-payment business is preferred.
• Strong understanding of accounts receivable, failed payment follow-up, refunds, chargebacks, payment reconciliation, and collections.
• Confident and fluent in spoken and written English.
• Comfortable communicating directly with customers about missed or outstanding payments through phone, email, text, and direct messaging.
• Able to hold firm but professional collections conversations without unnecessarily escalating tension.
• Experience using payment platforms such as Stripe, PayVa, or similar systems.
• Experience working with CRM platforms such as HubSpot or comparable tools.
• Strong Google Sheets or Microsoft Excel skills, including maintaining accurate trackers that multiple team members rely on.
• Comfortable working in a fast-moving, Slack-based environment where priorities may shift and asynchronous communication is common.
• Able to learn new software, payment systems, and internal processes quickly.

Benefits

• Opportunities for growth and advancement
• Full-time, US-EST business hours, Remote