Collections Specialist

Position Overview:

The Collections Specialist ensures timely and accurate recovery of outstanding customer balances to support the organization's cash flow. The role manages structured outreach, resolves billing discrepancies, and maintains compliant documentation while upholding professional, service-oriented communication throughout the collection process.

Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Collections Outreach & Account Follow-Up

• Conduct structured outreach via phone, email, and written communication to secure timely payment on outstanding balances.

• Document all customer interactions, commitments, and outcomes in accordance with company standards.

Account Review, Aging Management & Issue Identification

• Monitor aging reports to identify delinquent accounts and prioritize follow up.

• Flag discrepancies, missing payments, or invoice issues and coordinate with internal teams for correction.

Dispute Resolution, Account Reconciliation & Customer Support

• Investigate customer concerns related to balances, invoices, or payment expectations.

• Perform account reconciliation to identify and resolve discrepancies.

• Collaborate with Sales, Customer Service, Training, and the Service Department to resolve issues while maintaining a professional, service-oriented approach.

Compliance, Documentation & Reporting

• Maintain complete, audit ready documentation of all collection activities.

• Provide status updates, escalation summaries, and reporting to leadership as needed.

Process Improvement & Cross-Department Collaboration

• Identify workflow gaps and recommend improvements to enhance efficiency and customer experience.

• Support the development and refinement of SOPs, templates, and communication standards.

• Partner with internal teams to streamline processes and strengthen cross functional alignment.

• Other duties as assigned.

Qualifications: Required:

• Minimum education: High school diploma required; a Bachelor's degree is typically preferred

• Minimum experience: At minimum (3) years of collections or related experience

• Understanding of best practices related to accounts receivable processes, billing cycles, and payment terms, and credit and collections principles

• Experience with CRM, ERP, or accounting systems

• Knowledge of compliance requirements for collections and documentation

• Strong verbal and written communication

• Excellent attention to detail and ability to maintain accurate account documentation

• Proficiency in Microsoft Office, particularly Excel, Outlook, and Word

• Ability to manage inbound calls and customer emails in a timely manner

• High accuracy in documentation and account reconciliation

• Strong problem-solving skills and analytical thinking

• Strong time management skills and prioritization

• Proficiency with spreadsheets and digital tracking tools

• Ability to work in fast-paced environments with competing deadlines

• Ability to maintain accurate records for audits or reporting.

Preferred:

• Familiarity with NetSuite, Sage or similar platforms

• Understanding of cross departmental workflows (Sales, Customer Service, Training, Service)

• Knowledge of root cause analysis for recurring billing issues

• Conflict de-escalation and relationship building

• Ability to interpret payment trends and customer behavior

• Experience improving or following SOPs and escalation paths

• Experience in medical device, healthcare, or first party collections

• Collaborating with multiple departments to resolve disputes

• Process improvement or documentation development experience

• Exposure to compliance driven or audit heavy environments

Physical Requirements:

• Sitting, standing and walking, which may be for extended periods of time

• Pushing, pulling, and reaching overhead

• Manipulation of objects and materials, including holding, grasping, turning, and touching

• Stooping, crouching, kneeling

• Hearing, in-person and through the telephone or electronic device (such as a computer)

• Speaking, in-person and through the telephone or electronic device (such as a tablet or computer)

• Visual acuity, both near (i.e. clarity of vision of approximately 20 inches or less) and far (i.e. clarity of vision of approximately 20 feet or more)

• Regular and predictable attendance

The responsibilities outlined in this job description are intended to describe the general nature and level of work performed by individuals assigned to this role. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to amend and change responsibilities to meet organizational needs as necessary.

SoftWave TRT is an equal opportunity employer. We make employment decisions solely based on business needs, job requirements, and individual qualifications without regard to race, gender, religion, ethnicity, age, or any other status protected by the law.