Billing and Collections Specialist

The ideal candidate for this role can manage frequent subscription changes, upgrades, prorations, and billing adjustments without losing accuracy. This person will also support payment applications, revenue allocation, account reconciliations, and general ledger activities in partnership with the accounting team.

Key Responsibilities

Recurring Billing and Subscription Changes

• Prepare, review, and process a high volume of recurring and one-time customer invoices accurately and on schedule.
• Maintain customer billing information, payment terms, subscription details, and billing schedules in QuickBooks Online and HubSpot.
• Review contracts, approved pricing, and customer changes to confirm invoices reflect the correct products, services, amounts, and effective dates.
• Process upgrades, downgrades, add-ons, cancellations, discounts, credits, and prorated charges according to company policies and approval requirements.
• Track changes in MRR and reconcile approved subscription activity to customer billing records.
• Investigate and resolve missing invoices, duplicate charges, incorrect pricing, and discrepancies between systems.
• Coordinate with Sales and Customer Success to ensure customer commitments and subscription changes are documented and communicated before billing.

Collections and Accounts Receivable

• Monitor accounts receivable aging and prioritize collection activity based on past-due balances, account history, and payment commitments.
• Contact customers professionally to resolve outstanding balances, answer invoice questions, and secure payment.
• Maintain accurate records of collection attempts, disputes, payment commitments, and follow-up dates.
• Investigate failed payments, short payments, unapplied cash, and customer account discrepancies.
• Apply customer payments and credits to the correct invoices and accounts.
• Coordinate payment arrangements and escalate delinquent accounts according to company policy.
• Identify recurring causes of late payment and recommend improvements that reduce overdue balances and prevent avoidable disputes.

Billing Tickets and Customer Support

• Manage a high volume of billing and collections tickets while meeting established response and resolution targets.
• Categorize and prioritize requests based on urgency, financial impact, and customer needs.
• Research billing questions across QuickBooks Online, HubSpot, contracts, and supporting documentation.
• Provide clear explanations of charges, credits, prorations, subscription changes, and outstanding balances.
• Document resolutions thoroughly and maintain clear ownership of open issues through completion.
• Identify repeat ticket trends and recommend changes to billing processes, customer communications, and internal documentation.

Revenue Allocation and General Ledger Support

• Allocate invoice line items to the appropriate revenue accounts, products, services, classes, or other reporting categories in accordance with established accounting policies.
• Distinguish recurring subscription charges from one-time fees and other revenue categories.
• Support accurate treatment of customer credits, refunds, unapplied payments, and deferred revenue where applicable.
• Assist with accounts receivable reconciliations and reconciliation of the accounts receivable subledger to the general ledger.
• Prepare supporting schedules and documentation for journal entries and month-end close.
• Assist with approved general ledger entries, account coding, and investigation of reconciliation differences.
• Help verify that billing adjustments and subscription changes are recorded in the correct accounting period.
• Maintain organized documentation to support internal reviews and audits.

Reporting, Data Quality, and Process Improvement

• Prepare and maintain reports on billing volume, accounts receivable aging, collections, overdue balances, disputes, and ticket activity.
• Analyze billing and collection data to identify errors, trends, bottlenecks, and opportunities for improvement.
• Reconcile customer and subscription information between HubSpot and QuickBooks Online, investigating discrepancies and correcting records within assigned authority.
• Support MRR reporting by identifying new subscriptions, upgrades, downgrades, cancellations, and other changes, while keeping MRR distinct from invoiced amounts, cash collections, and recognized revenue.
• Use spreadsheets to compare datasets, reconcile balances, and identify missing or inconsistent information.
• Document procedures and recommend practical improvements to workflows, controls, and automation.
• Follow approval requirements for pricing changes, credits, refunds, write-offs, and journal entries.

What Success Looks Like

• Recurring invoices are accurate and issued on schedule.
• Subscription changes and upgrades are reflected in billing in the correct period.
• Past-due accounts receive consistent follow-up, and collection issues are escalated promptly.
• Billing tickets are resolved within established service targets with clear documentation.
• Payments, credits, and revenue allocations are recorded accurately.
• QuickBooks Online and HubSpot records are consistent, with discrepancies identified and resolved promptly.
• Reconciliations and month-end support are completed on time.
• Reporting is reliable, and recurring errors lead to measurable process improvements.

Key Competencies

Attention to detail: Identifies small discrepancies before they become customer or accounting problems.

Analytical judgment: Uses data to investigate issues, prioritize work, and explain results.

Organization and ownership: Manages high transaction and ticket volumes while maintaining accurate records and reliable follow-through.

Customer communication: Explains financial information clearly and handles disputes and collections with professionalism.

Accounting discipline: Follows established policies, maintains supporting documentation, and recognizes when an issue requires review or approval.