Outbound Collections Specialist (Remote)

Key Responsibilities

• Contact customers by phone, email, and text regarding past-due balances.
• Secure payment or a firm commitment to pay and follow up until the balance is resolved.
• Prioritize daily collection activities based on account balance, aging, and collection tasks.
• Track promises to pay and follow up on the date the payment is due.
• Maintain professional and courteous communication throughout the collections process.

Collections Task Management

• Work through automated collections tasks in NetSuite or other systems on a daily basis.
• Complete first reminders, second reminders, and sales representative escalations as required.
• Keep collection tasks current, accurately documented, and properly closed.
• Ensure accounts are progressed through the appropriate escalation process.

Contact Verification & Account Maintenance

• Verify and update billing and accounts payable contacts, phone numbers, and email addresses.
• Ensure invoices and payment communications reach the appropriate contact.
• Research account information and identify closed locations, ownership changes, duplicate records, or test accounts.
• Coordinate account cleanup and updates with the Accounting team.

Payment Support & Issue Resolution

• Assist customers with online payment processes.
• Resend invoices, statements, and other payment documentation as needed.
• Confirm and document payments received.
• Identify reasons for unpaid balances, including missing purchase orders, disputed charges, incorrect contacts, or unapplied credits.
• Route disputes, credit requests, payment plans, and other issues to the appropriate Accounting or Sales team member.

Documentation & Reporting

• Maintain accurate and detailed records of all customer interactions in NetSuite.
• Document calls, emails, payment commitments, account updates, and follow-up actions.
• Provide weekly reports summarizing accounts worked, payments collected, promises to pay, contact updates, and accounts requiring escalation.
• Perform other administrative and collections-related duties as needed.

Requirements

• 2+ years of experience in collections, accounts receivable, billing, or phone-based B2B customer service.
• Fluent English with excellent verbal communication and a neutral, professional American accent, as the role involves frequent communication with U.S. customers.
• Strong written English skills with the ability to write clear, concise, and professional emails and messages.
• Experience with NetSuite, an ERP, CRM, or similar business system is a plus.
• Ability to quickly learn new software and workflows.
• Restaurant, franchise, or QSR industry experience is a plus but not required.
• Comfortable working Monday–Friday, 9:00 AM–5:00 PM U.S. Eastern Time.
• Reliable computer, professional headset, high-speed internet, and backup internet/power for potential outages.
• Quiet and dedicated home workspace suitable for frequent customer calls.

Skills & Attributes

• Confident and professional communicator who can handle payment conversations with customers.
• Persistent and comfortable asking for payment while maintaining a positive customer relationship.
• Calm and professional when dealing with frustrated or difficult customers.
• Highly organized and detail-oriented with strong follow-through.
• Comfortable handling high-volume, repetitive outbound calls and working from a daily task queue.
• Resourceful and proactive when contact information is outdated or difficult to reach.
• Self-directed, dependable, and capable of working independently in a remote environment.
• Results-oriented with a focus on dollars collected and accounts resolved, not simply activity completed.
• Collaborative and able to communicate effectively with Accounting, Sales, and Customer Operations teams.
• Comfortable using AI tools to improve productivity, including drafting communications, summarizing information, and prioritizing tasks.

Benefits

• Direct client relationship and independent handling of client-related matters.
• Direct salary payments from clients.
• Flexibility in vacation leaves and holidays, aligned with client business needs.