Collections Specialist

Collections Specialist:

The Collections Specialist manages a high-volume B2B accounts receivable portfolio to ensure timely payment of outstanding invoices. 

Responsible for managing a portfolio of customer accounts to ensure timely collection of outstanding invoices, credits, and unapplied cash. This role serves as a primary point of contact for external partners, representing the organization with professionalism and integrity while conducting collection efforts. Through proactive outreach, account research, and negotiation of payment arrangements, the position balances firm follow-up with relationship-focused communication. Success in this role requires strong verbal communication skills, sound judgment, and the ability to navigate sensitive financial conversations while adhering to departmental SOPs and business guidelines to minimize aging balances and bad debt exposure.

This position requires strong communication skills, attention to detail, and the ability to manage multiple accounts while meeting monthly performance targets.

Essential Job Duties & Responsibilities:

• Manage an assigned portfolio of 1,000+ open AR items including invoices, credits, and unapplied cash.

• Conduct collection outreach via phone, email, and statements in accordance with departmental SOPs.

• Research and resolve billing discrepancies, short payments, and unapplied cash.

• Document all collection activity in the collection system to ensure accuracy and transparency.

• Negotiate payment arrangements when appropriate.

• Escalate delinquent accounts according to established guidelines.

• Collaborate with Billing, Operations, and Cash Application teams to resolve disputes.

• Generate and analyze aging and cash reports using Excel (Pivot Tables, VLOOKUPs).

• Support efforts to reduce past-due balances and minimize bad debt exposure.

• Meet monthly KPIs:

  • Total Overdue ≤ 25%

  • 91+ Days Overdue ≤ 5%

• Promote ACH and wire payments when appropriate.

Skills:

• Intermediate Excel skills (Pivot Tables, VLOOKUPs, filters).

• Experience with ERP/accounting and collections systems (we use Flex presently - migrating to My DSO Manager).

• Strong verbal communication skills with the ability to confidently conduct payment discussions and negotiate resolutions

• Professional and customer-focused approach when representing the organization to external partners

• Ability to manage difficult or sensitive conversations with diplomacy and composure

• Clear and concise written communication for documentation and follow-up correspondence

• Analytical mindset with strong attention to detail
• Strong organizational and time management skills in a high-volume environment

Competencies:

• Prepare and present cash updates to business leaders, highlighting trends, risks, and action items.

• Follow all departmental and business-specific SOPs, ensuring accuracy and compliance.

• Identify process gaps and recommend improvements to increase efficiency and reduce aging balances.

• Coordinate with cross-functional teams to resolve disputes and ensure correct account handling.

• Build strong relationships with business units and partners, balancing customer service with collections goals.

Education, Certifications, and Experience:

• Associate’s degree preferred; High School Diploma or GED degree required.

• Minimum 3 years of B2B collections experience, with a proven track record of meeting or exceeding collection targets, reducing Days Sales Outstanding (DSO), and minimizing past-due balances.

Physical and Environmental Conditions:

• Primarily sedentary work, with extended periods of sitting at a desk or computer.

• Frequent use of phone, keyboard, and office equipment.

• Occasional need to lift or move light materials (up to 10–15 lbs).

• Ability to maintain focus and attention to detail in a fast-paced, high-volume environment.

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.