Position Summary
Manage assigned franchise accounts receivable portfolios, support timely collections and payment application, respond to account queries and maintain accurate aging information. Portfolios may include international or Canadian accounts and payment-plan support.
Job Details
- Work Setup: Work from home
- Shift/Schedule: Monday to Friday, 9:00 AM to 6:00 PM U.S. Eastern Time (9:00 PM to 6:00 AM Manila Time)
- Holidays: U.S. corporate holiday calendar
Responsibilities
- Review assigned franchise account aging, prioritize customer follow-ups and collect overdue receivables.
- Respond to billing, account balance and payment application inquiries from property owners, managers and internal teams.
- Research payment discrepancies, cash application issues, recurring ACH items and customer credit/debit adjustments.
- Maintain accurate collection records, account contact details, commitments and next actions in approved systems.
- Support collection payment plans, internal compliance tasks and escalation of high-risk or aging accounts.
- Provide backup cash application or bank deposit support when designated.
- Support international or Canadian franchise receivables and ACH setup/application for assigned portfolios.
- Prepare collection and portfolio updates for AR meetings and coordinate resolution with senior team members.
- Act as a go-to resource for franchisees with invoice discrepancies, listening to hotel owners' concerns with empathy and following through until questions are answered.
- Propose creative balance resolution options for assigned accounts and bring them to the Senior Accountant or AR Manager for review and approval.
- Own the handoff of non-AR issues to the appropriate operational departments and follow up to confirm resolution.
- Initiate invoice correction tickets and monitor them through completion, updating franchisees on progress.
- Work in conjunction with Franchise Billing to resolve invoice errors on assigned accounts.
- Keep open lines of communication with the AR Manager and Operations staff on account status and escalations.
Qualifications
- At least 3 years of accounts receivable or collections experience.
- Working understanding of receivables aging, collections, payment processing and basic accounting principles.
- Confident Excel or spreadsheet use and experience with a financial, ERP or AR system.
- Strong verbal and written communication, customer service, accuracy and organizational skills.
- Strong interpersonal relationship skills
- Ability to listen to and empathize with hotel owners while working toward fair, practical resolutions.
Nice to Have
- Experience with Microsoft Dynamics and Yardi.
- Recurring ACH, cash application, Canadian or international receivables, payment-plan administration.
- High-volume multi-property or franchise portfolio management.
- At least one with bilingual (Spanish)