Collections Specialist

Key Responsibilities

• Monitor the shared collections inbox and review incoming customer emails and cases.
• Categorize and prioritize inquiries based on type (billing questions, payment status, disputes, etc.), urgency, and required action.
• Respond to routine customer questions using established processes, templates, and team guidance.
• Route complex, sensitive, or specialized account matters to the appropriate team member or internal department.
• Maintain accurate notes and update internal systems to track inquiries and actions taken.
• Follow established processes to ensure timely handling and resolution of inbound requests.
• Support collection efforts on assigned past-due accounts.
• Document reasons for delinquency and update account status as directed.
• Follow up on payment status and outstanding customer requests.
• Perform other administrative and support tasks as needed.

Qualifications

• 3+ years of experience in Accounts Receivable, Collections, Billing, customer support, or a related operational role preferred.
• Experience working with shared inboxes, case-management systems, or high-volume customer communication environments is a plus.
• Experience with NetSuite and Salesforce preferred but not required.
• Strong attention to detail and commitment to accurate documentation.
• Dependable and able to perform repetitive, process-driven responsibilities with consistency and accuracy.
• Strong written and verbal English communication skills.