Collections Specialist

POSITION SUMMARY: The Collections Specialist is responsible for delivering exceptional customer service while overseeing the daily workflow. This role is focused on optimizing collections performance, ensuring alignment with corporate customer service standards, and achieving accounts receivable (AR) targets. The ideal candidate will demonstrate a balance of professionalism, efficiency, and customer empathy. POSITION RESPONSIBILITIES: Reduce delinquency rates by applying effective collections management techniques to assigned accounts Initiate and manage outbound calls to customers with overdue accounts, maintaining a professional and customer-focused approach Communicate clearly and empathetically with customers to resolve outstanding balances while preserving positive relationships Set clear expectations and follow-up dates for customers regarding payment arrangements or next steps Maximize efficiency by utilizing available software tools and managing administrative tasks between calls Handle escalated customer calls in a timely and professional manner Collaborate with internal teams (e.g., Sales, Customer Service, Finance) to resolve customer issues and support collection efforts Contribute to departmental goals by participating in special projects or process improvement initiatives, as assigned Consistently meet or exceed established performance metrics and KPIs related to collections and customer service POSITION REQUIREMENTS: 1–2 years of experience in a customer-focused call center environment Strong analytical skills with the ability to evaluate, improve, and streamline business processes Effective problem-solving and decision-making abilities Excellent verbal and written communication skills Demonstrated commitment to delivering outstanding customer service Proficient in using personal computers and productivity tools to enhance workflow efficiency and communication with customers and internal teams