Collections Specialist

POSITION SUMMARY 

This Collections Specialist will undertake a variety of financial and non-financial tasks to help guarantee the company’s revenues. The team member is responsible for assisting in managing outstanding company receivables and providing stellar customer service across all communications, from the submission of invoices to the collection of payments. The Collections Specialist is also responsible for reporting updates to management on customer account status and outstanding issues.  

LOCATION 

While our preference is to hire candidates who are based in or willing to relocate to the Fort Wayne, IN, or Fort Worth, TX areas, we recognize that top talent can be found outside of these markets. As such, we may consider exceptional remote candidates whose experience, skills, and qualifications closely align with the needs of the role.

COMPENSATION

This position offers a competitive compensation package, benchmarked to regional market standards. It consists of a base salary plus the opportunity for quarterly profit sharing after one year of employment.

RESPONSIBILITIES 

• Responsible for participating in all processes associated with the collection of accounts receivable and maintaining an effective and cooperative working relationship with customers and our sales team.
• Correspond by email and phone in a fast-paced, goal-oriented atmosphere on all invoice short payments, billing errors, and collection issues.
• Preparation of collection issues, calling past due accounts daily, and documenting results weekly in a spreadsheet.
• Responding to calls from customers and providing requested information.
• Support billing, month-end tasks, yearly audit requests, and the sales team when needed.
• Conduct research using D365 and Salesforce; review and analyze invoices.
• Send email communications with invoices and statements, followed by prompt phone call follow-ups.
• Manage a high volume of approximately 90 customers per week, ensuring timely follow-up.
• Contact each customer within one day of sending communications to ensure receipt and address any issues.
• Handle scenarios such as non-responses, wrong contacts, internal delays, or pending actions with their teams. 
• Maintain persistence and ensure customers know you're committed to resolving issues. 
• Be proactive and confident in making phone calls. 
• Investigate and understand the underlying reasons for payment delays or issues.  

REQUIREMENTS

MUST HAVE  

• A minimum of 2 years of professional experience in collections or a related field, or 2 years of relevant education and/or industry certifications that provide foundational knowledge of billing and collection practices. 
• Ability to review and analyze financial data to identify discrepancies and collection opportunities.  
• Demonstrated experience handling a large portfolio of accounts, with a consistent record of reducing aged receivables.  
• Ability to identify, address, and resolve issues related to billing, payments, and customer queries promptly.  
• Proficiency in Excel, including experience with spreadsheets for tracking and documenting collection activities.  
• Meticulous attention to detail in managing multiple customer accounts and ensuring accurate financial reporting.  
• Flexibility to shift focus quickly based on changing priorities or urgent collection issues.  
• Demonstrated ability to navigate challenging customer conversations and negotiate payment arrangements while maintaining positive business relationships. 
• Familiarity with remote communication and collaboration platforms, such as Microsoft Teams. 
• Experience working with enterprise resource planning (ERP), accounting, and customer relationship management (CRM) systems, including Microsoft Dynamics 365 (D365), Salesforce, or similar platforms used for collections, invoicing, and account management. 

NICE TO HAVE  

• Relevant industry certifications, such as Credit Business Associate (CBA) or Certified Credit and Collection Professional (CCCP). 
• Proficiency with accounting and customer relationship management (CRM) platforms, including Microsoft Dynamics 365 (D365), Salesforce, or similar systems used for collections, invoicing, and account management.