Collections is the core of this job. You will own a portfolio of aging commercial accounts, find out why each one hasn't paid, and work it through to a verified resolution. You'll also answer live Finance calls and support routine AR work such as invoicing, payment application and payment plans.
We're looking for someone who takes initiative. Rather than just working through a call list, you'll dig into invoice histories, track down the right Accounts Payable contact, secure firm payment commitments, and coordinate with Sales, Customer Service and Customer Success to clear whatever is blocking payment. When a case needs escalation, you bring a recommendation with it.
Requirements
Collections and account management
- Work a daily queue of calls, emails, voicemails and payment reminders, prioritizing by balance, aging, recoverability and promised-payment dates.
- Investigate nonpayment using invoice histories, payment records, account notes and prior communication.
- Find alternate AP contacts, billing departments and decision-makers when the first contact goes quiet.
- Secure specific payment commitments (amounts and dates), follow up on missed promises, and negotiate within approval limits. You won't offer unauthorized discounts, credits, write-offs or terms.
- Handle difficult accounts, multiple disputed invoices and conflicting records, and prepare documentation for third-party collection referrals.
- Keep accurate Salesforce notes on every commitment, contact, deadline and next step.
Incoming calls and customer communication
- Answer Finance and collections calls in English or Spanish, covering balances, invoices, billing questions and payment options.
- Stay polite, patient, and professional, especially in tough conversations.
- Verify recipients and account details before sharing financial information, and follow approved payment-handling procedures.
- Return voicemails and emails on time and document every conversation.
Case ownership and collaboration
- Own disputes, payment issues, suspensions and cancellations from investigation through verified resolution. A closed case or a sent follow-up doesn't count as resolved.
- Work with Sales, Customer Service, Customer Success and Finance to remove payment barriers.
- Escalate when needed with a recommended next step, and keep ownership until the issue is resolved or formally transferred.
Accounts Receivable support
- Prepare, verify and send invoices with accurate customer data and payment terms.
- Apply payments, research unapplied payments and invoice discrepancies, and assist with approved adjustments.
- Set up and maintain payment plans.
- Review daily AR, aging, payment-plan and suspended-account reports, flag exceptions and document follow-up.
What you bring
- Proven commercial (B2B) collections experience, including account investigations, alternate-contact research, payment follow-up and dispute resolution. Experience collecting from US businesses is a strong plus.
- Professional spoken and written English and Spanish, which we'll assess live.
- Hands-on work with invoices, payments, balances, billing disputes and confidential customer financial information.
- Strong active listening, customer service and tactful negotiation skills.
- Resourcefulness and persistence: you look for the root cause and the right next step instead of just completing a list.
- The ability to manage competing deadlines, document accurately and follow instructions without repeated reminders.
- Ownership through to verified resolution, and good judgment about when to escalate.
- Availability during US business hours, a reliable phone and internet connection, and a quiet, professional space for live calls.
Nice to have
- Salesforce, Sage Intacct or Stripe
- Subscription or service-based invoicing
- Payment plans and AR reconciliation
- Third-party collections referrals
Client-specific systems and processes will be trained.
Benefits
- Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
- Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
- Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
- Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
- Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
- Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.