Position Summary
Manage a high-volume franchise accounts receivable portfolio, including collections, cash application, recurring ACH payments, aging and complex account investigations. Support internal teams and colleagues in resolving escalated receivables matters.
Job Details
- Work Setup: Work from home
- Shift/Schedule: Monday to Friday, 8:00 AM to 5:00 PM U.S. Eastern Time (8:00 PM to 5:00 AM Manila time)
- Holidays: U.S. corporate holiday calendar
Responsibilities
- Own an assigned portfolio of franchise customer accounts and prioritize collection activity from aging and payment status.
- Maintain recurring ACH arrangements and support daily cash application and deposit-related research.
- Research billed amounts, collections exceptions, payment allocations, disputed balances and credit/debit adjustments.
- Calculate contract-related termination and interpret contracts or other fees for review by the appropriate business/legal team as assigned.
- Communicate with franchise owners, property contacts and internal teams to resolve complex AR issues.
- Advise AR Accountants on challenging cases, escalation routes and account resolution documentation.
- Document customer correspondence, payment commitments and next steps in the relevant system and tracking reports.
- Prepare account and portfolio updates for collection review meetings and support process improvements.
- Serve as the primary point of contact for franchisees on invoice discrepancies, listening carefully to hotel owners' concerns and responding with empathy, professionalism and a clear path forward.
- Develop creative, mutually workable balance resolutions (such as payment plans, adjustment proposals or settlement options) and present them for approval in line with policy.
- Own the handoff of non-AR issues to the appropriate operational departments, providing full context and following up until each issue is resolved.
- Initiate invoice correction tickets and monitor them through completion, keeping franchisees informed of status at each stage.
- Work in conjunction with Franchise Billing to research and correct invoice errors and reduce recurring discrepancies.
- Maintain open lines of communication with the AR Manager and Operations staff on account status, escalations and emerging trends.
Qualifications
- At least 5 years of experience in accounts receivable collections or high-volume portfolio receivables.
- Knowledge of AR aging, cash applications, recurring payment methods, collections workflows and account reconciliation.
- Ability to manage a large account portfolio, analyze data in Excel and resolve complex financial/customer issues.
- Strong professional communication, stakeholder coordination and follow-through.
- Strong interpersonal relationship skills
- Ability to listen to and empathize with hotel owners while working toward fair, practical resolutions.
- Work closely with AR Manager and high-level Operations staff.
Nice to Have
- Experience with Microsoft Dynamics, Yardi ticketing systems, and Excel.
- ACH administration, contract-related charge calculations and franchise collections experience.
- Informal mentoring, escalation handling and process improvement experience.