Collections Specialist

By joining Sedgwick, you'll be part of something truly meaningful. It's what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there's no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America's Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Collections Specialist

ARE YOU AN IDEAL CANDIDATE? We are looking for driven individuals that embody our caring counts model and core values that include empathy, accountability, collaboration, growth, and inclusion.

PRIMARY PURPOSE OF THE ROLE : The Collections Specialist is responsible for managing a complex portfolio of accounts and leading collection strategies to ensure timely recovery of outstanding payments and minimize bad debt exposure. This role applies advanced knowledge of accounts receivable and collections principles to evaluate risk, resolve escalated and non-routine issues, and determine appropriate courses of action.

Operating with a high degree of independence, the Collections Specialist exercises sound judgment beyond standard procedures to address complex collection matters, influence outcomes, and drive effective resolution. This role serves as a subject matter expert and escalation point for the team, partners cross-functionally to resolve issues and improve processes and contributes to the overall effectiveness and efficiency of the collections function.

ESSENTIAL RESPONSIBILITIES MAY INCLUDE

• Manages a portfolio of high-risk, high-value, and complex customer accounts; develops and executes tailored collection strategies to drive resolution and reduce financial exposure.

• Evaluates account status, payment trends, and risk indicators to determine appropriate collection approach, exercising independent judgment in situations that may not be fully addressed by established procedures. May deviate from policy and to provide write-offs and discounts to collect outstanding debts and maintain the client relationship.

• Leads resolution of escalated, sensitive, or non-routine collection issues by analyzing root causes, collaborating with cross-functional partners, and determining appropriate corrective actions.

• Investigates and independently resolves billing discrepancies, disputes, and account issues, ensuring timely and accurate resolution while balancing customer relationships and financial outcomes.

• Identifies delinquency trends, systemic issues, and process gaps; recommends and supports implementation of process improvements to enhance collection effectiveness and reduce recurring issues.

• Serves as a subject matter expert for collections policies, procedures, and systems; provides guidance to team members and supports consistent application of best practices.

• Reviews and monitors aging reports and account performance metrics; takes proactive action to mitigate risk and improve collection outcomes.

• Ensures accurate and complete documentation of collection activities, escalations, and account resolutions in compliance with internal controls and reporting requirements.

• Partners with Billing, Pricing, Operations, and leadership to resolve complex issues, influence decision-making, and improve end-to-end accounts receivable processes.

• Supports month-end close activities, including account reconciliation, reporting, and identification of variances or risks impacting financial results.

• Mentors and supports onboarding of team members, providing guidance on complex issue resolution, best practices, and effective collection strategies.

• Prioritizes workload, balances competing priorities, and independently manages assignments in a fast-paced environment while meeting performance expectations.

• Maintains a high level of professionalism and customer focus while managing sensitive or escalated client interactions.

QUALIFICATIONS

Bachelor's degree in accounting, finance or a related field from an accredited college or university preferred. Five (5) years of related experience in accounts receivable, collections, or related financial operations including managing complex accounts, escalations and customer disputes, or equivalent combination of education and experience required.

Skills & Knowledge

• Demonstrated leadership presence with the ability to mentor, coach, and influence junior team members

• Strong analytical and problem-solving capabilities with process improvement focus

• Demonstrated ability to handle complex collection matters and escalations

• Solid understanding of accounting principles related to accounts receivable and collections

• Strong communication, negotiation, and interpersonal skills with the ability to influence outcomes, mentor peers, and effectively manage sensitive or escalated customer situations

• Strong communication (written and verbal), negotiation, and interpersonal skills

• Proficiency in accounting software (e.g., QuickBooks, SAP, Oracle, NetSuite) and Microsoft Excel (intermediate proficiency with pivot tables and VLOOKUPs preferred)

• High attention to detail and accuracy in financial reporting and data entry

• Ability to manage multiple priorities and meet deadlines in a fast-paced environment

• Customer service-oriented with a positive attitude and ability to resolve disputes professionally

• Experience with automated Accounts Receivable systems and tools (e.g., High Radius)

• Knowledge of the TPA industry

• Ability to work in a team environment

• Ability to meet or exceed Performance Competencies

TAKING CARE OF YOU

• Flexible work schedule.

• Referral incentive program.

• Career development and promotional growth opportunities.

• A diverse and comprehensive benefits offering including medical, dental vision, 401K on day one.

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.

Sedgwick is the world's leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company's expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. For more, see sedgwick.com