Senior Collections Specialist

POSITION SUMMARY 

The Senior Collections Specialist is responsible for managing customer collections activity and supporting the timely resolution of outstanding accounts receivable balances. This role partners with customers and internal teams to drive collection results while maintaining professional, productive relationships and a high level of customer trust.  

This individual is responsible for contacting customers regarding past due balances, processing payments and refunds, reconciling account discrepancies, maintaining accurate account records, and supporting billing and invoice submission requirements, including customer portals. The role requires sound judgment, strong follow-through, and the ability to balance persistence with a customer-focused approach. 

Because this role supports customers and accounts across multiple entities and currencies, success requires strong attention to detail, comfort working in a complex operating environment, and the ability to manage competing priorities with accuracy and professionalism. This role is based in the United States and must maintain a work schedule that significantly overlaps with the business day of our customers and teams in the southern hemisphere. 

POSITION SCOPE 

Collections Management and Customer Outreach 

• Contact customers regarding outstanding balances and drive timely payment resolution 
• Maintain accurate and up-to-date records of collection efforts, customer commitments, disputes, and follow-up actions 
• Balance strong collection practices with a professional, solutions-oriented customer experience 
• Escalate risk accounts, recurring payment issues, or unresolved disputes as appropriate 

Payments, Refunds, and Account Reconciliation 

• Process customer payments and refunds accurately and in a timely manner 
• Reconcile account discrepancies when Follett records do not match customer records 
• Partner with internal stakeholders to research and resolve unapplied cash, short payments, disputed balances, credits, and other account issues
• Process write-offs or account adjustments as approved and needed 

Account Maintenance and Billing Support 

• Maintain customer account records to ensure contacts, terms, billing requirements, and related data are current and accurate 
• Upload invoices and supporting documentation to customer portals as required 
• Support accounts across multiple legal entities and currencies, ensuring accurate handling of account activity and customer communications 
• Help ensure account documentation and internal records are complete, organized, and audit-ready 

Cross-Functional Partnership and Operational Support 

• Partner with Accounts Receivable, billing, customer-facing teams, and other internal stakeholders to resolve issues that impact collections 
• Communicate clearly and professionally in both verbal and written formats with internal and external customers 
• Identify trends, recurring issues, or process gaps and raise recommendations for improvement 
• Other responsibilities as assigned

QUALIFICATIONS 

• High school diploma or equivalent required 
• 5-8+ years of collections, accounts receivable, or related accounting experience required 
• Experience managing customer collections activity, payment processing, refunds, and account reconciliation
• Experience working with customers, accounts, or transactions across multiple currencies and/or legal entities strongly preferred 
• Strong written and verbal communication skills, with the ability to build credibility, maintain professionalism, and represent the company well in customer-facing interactions 
• Demonstrated ability to navigate difficult conversations, manage conflict constructively, and balance firmness on collections with a positive customer experience 
• Strong negotiation, follow-up, and problem-solving skills, with the ability to influence payment outcomes and drive resolution 
• Strong customer service mindset and sound judgment in handling sensitive account issues, escalations, and competing priorities 
• Ability to work independently while managing multiple priorities with accuracy, organization, and attention to detail 
• Experience maintaining customer account records, billing requirements, and portal submissions 
• Strong systems proficiency, including experience working in ERP, accounting, billing, or receivables platforms, with the ability to research account activity, reconcile discrepancies, track collection status, and maintain accurate customer and transaction records 
• Strong Excel skills, including the ability to organize data, analyze account detail, identify variances, and support collections and reconciliation activities efficiently