Collections Specialist
- Communicate with customers via telephone and email about overdue payments in a friendly and professional manner, using tact and empathy to encourage customers to make payments while maintaining positive relationships.
- Encourage customers to make online payments via website portal and provide guidance in navigating the system.
- Collaborate with internal teams to resolve billing discrepancies, address any issues affecting collections, and meet monthly collection goals.
- Conduct account reconciliations to make sure all outstanding balances are accurate in the accounting system and keep accurate notes in customer accounts. If any discrepancies or disputes are identified, resolve them quickly and efficiently.
- Work with reports on collections performance, overdue and aging receivables, and key metrics including Days Sales Outstanding (DSO), percent current, and bad debt reserves. Track any areas of improvement, report results to management and escalate problem accounts.
- Create awareness for opportunities to streamline the collections processes, boost efficiency, and continuously improve the customer experience.
- Stay informed on any changes in regulations to ensure that collections practices follow all legal requirements. File bankruptcy claims on local jurisdictions as needed.
- While working on collections, maintain focus on keeping positive relationships with customers. Aim to resolve any issues and disputes amicably whenever possible.
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