Department: Billing, Payments & Collections
Reports to: Billing, Payments & Collections Manager
Position Summary:
We are seeking a detail-oriented and proactive Collections Specialist to manage and resolve delinquent accounts across various aging buckets (1 120+ days), including specialized queues such as First Payment, Defaults, Write-offs, Legal, and Bankruptcy. This role requires strong communication, analytical, and negotiation skills to ensure timely collections while maintaining positive customer relationships.
Key Responsibilities:
- Manage a portfolio of accounts from early delinquency through legal and bankruptcy stages.
- Perform daily collection activities including phone calls, emails, texts, and formal letters.
- Maintain a structured follow-up system to ensure customer commitments are met.
- Collaborate cross-functionally with Customer Service, Product, Billing, and Legal teams to resolve payment issues and disputes.
- Prepare weekly forecasts and progress reports by aging bucket.
- Analyze aging accounts receivable (AR) and monitor for non-payment trends.
- Offer and manage payment plans, process payments, and evaluate eligibility for extensions.
- Conduct skip tracing and assign field cases for accounts lacking contact information.
- Investigate and resolve collection-related disputes in a timely manner.
- Prepare and submit cases for litigation to the legal team.
- Coordinate with third-party collection agencies and manage feedback loops.
- Negotiate settlements, gather project updates, and collect missing documentation to resolve outstanding balances.
Minimum Requirements:
- Experience: Minimum 3 years in a collections role managing aging and default accounts.
- Education: High school diploma required; college degree preferred.
- Software Proficiency:
- Zuora (billing and subscription management)
- Salesforce (CRM and case tracking)
- CIS (Customer Information System)
- Microsoft 365 Suite (Excel, Outlook, Teams, etc.)
Preferred Attributes:
- Customer-focused mindset with a problem-solving approach
- Ability to maintain professionalism in challenging situations
- Organized, analytical, and results-driven
EEO:
Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.