Collection Specialist I

Description
Job Overview

The Collections Specialist I is responsible for supporting the collection of outstanding customer balances while maintaining positive customer relationships. This role manages routine collection activities for assigned accounts, ensures timely follow-up on past due balances, documents collection efforts, and partners with internal teams to resolve basic account discrepancies. The Collections Specialist I works within established guidelines and escalates complex collection matters as needed.

Key Responsibilities

Manage collection activities for an assigned portfolio of low to moderate complexity accounts to reduce past due balances and minimize aging receivables.
Contact customers by phone and email regarding outstanding balances and maintain accurate documentation of collection activities.
Follow established collection processes, including sending reminders, requesting payment updates, and documenting customer commitments.
Assist with payment plan coordination and escalate exceptions or high-risk accounts as appropriate.
Research and assist in resolving routine billing discrepancies, short payments, and customer inquiries.
Provide customer support related to account balances, payment questions, refunds, and adjustments.
Process credit card payments, account updates, and general customer requests accurately and timely.
Partner with Cash Applications, Sales, and internal departments to resolve customer account issues.
Review aging reports and customer account information to prioritize daily collection activities.
Maintain accurate records and meet department timelines and performance expectations.
Identify potential collection risks and escalate concerns to senior team members or management.

Job Requirements

Strong attention to detail with the ability to maintain accurate records.Ability to prioritize work, manage multiple tasks, and meet deadlines in a fast-paced environment.
Strong verbal and written communication skills with a professional customer-focused approach.Ability to research issues, identify solutions, and escalate when appropriate.
Strong organizational skills and ability to follow established processes.
Collaborative team player committed to achieving department goals.Ability to maintain professionalism when handling sensitive customer situations.

Education and Experience

Bachelor’s Degree preferred or equivalent combination of education and experience.0–2 years of experience in collections, accounts receivable, customer service, finance, or a related field preferred.
Experience working with customer accounts, payment follow-up, billing inquiries, or account reconciliation preferred.
Demonstrated ability to learn collection processes, financial systems, and customer account management practices.

Technology Skills

Strong proficiency in Excel analytics, data management, pivot tables, VLOOKUP’s, etc.
Familiarity / competency with Dynamics 365 or other ERP/accounting systems (e.g., SAP, Oracle, NetSuite, Great Plains).
Ability to learn and navigate financial systems, reporting tools, and customer account platforms.