Position Summary

The Collection Specialist is responsible for executing day-to-day collection activities across an assigned portfolio of B2B customer accounts. This role directly supports the company’s cash flow priorities by reducing delinquency, improving customer payment behaviors, and ensuring high-quality interactions with internal and external stakeholders.

This role is foundational within the Collections department and requires attention to detail, strong communication skills, and the ability to operate with urgency in a fast-paced environment.

Esential Functions

• Conduct daily outbound collection calls and follow-up communications to resolve past-due balances.

• Monitor assigned accounts, track aging activity, and maintain accurate documentation in CRM and billing systems.

• Research and resolve routine account discrepancies, billing questions, or customer concerns.

• Prepare and send statements, invoices, and supporting account documents as needed.

• Support customers with account inquiries and provide solutions in accordance with established guidelines.

• Collaborate with AR team members to ensure timely processing of payments, adjustments, or credit requests.

• Schedule customer call-backs, maintain commitments, and ensure timely follow-through.

• Adhere to departmental SLAs, compliance requirements, and internal quality standards.

• Execute administrative tasks, reporting, and special projects as assigned.

• Uphold professionalism, accuracy, and customer-centric service while managing high-volume workloads.

Position Competencies

• Customer Service Orientation

• Accountability

• Strong Verbal and Written Communication

• Time Management and Prioritization

• Problem-Solving

• Relationship Building

• Resilience Under Pressure

• Ethical Conduct and Confidentiality

• Adaptability and Willingness to Learn

Education & Experience

• High School diploma required.

• 2+ years of experience in Collections, Accounts Receivable, Customer Service, or related discipline.

• B2B collections or call center experience strongly preferred.

Skills & Abilities

• Proficient with Microsoft Office applications.

• Ability to learn and navigate multiple systems simultaneously.

• Strong attention to detail, accuracy, and documentation discipline.

• Ability to manage high outbound call volume and handle objections professionally.

• Effective communication and customer de-escalation skills.

• Ability to work independently while supporting team-driven goals.

• Salesforce, NetSuite, and/or Zendesk knowledge. 

Physical Requirements

• Regularly required to talk, hear, sit, stand, walk, and handle documents/equipment.

• Occasionally required to reach, bend, kneel, or lift up to 25–50 lbs.

• Standard office environment.