Collections Specialist

Collections Specialist

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:

• 12 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

The Company

Since 1911, State Industrial Products has helped customers "Care for Work Environments". Throughout the years, our main focus has been to help customers enhance building environments and improve equipment productivity. No matter where you go in the United States, Canada or Puerto Rico, you will find State products hard at work in every industry imaginable. From market leading drain maintenance and air care programs to innovative cleaning systems, maintenance supplies and auxiliary programs, State Industrial Products offers facility management benefits that are second to none. We're a thriving company, and we're looking for driven individuals to join our team. That's where you come in! EOE Statement: State Industrial Products is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities. ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application, or any portions of same, based on the impact of a disability should contact our Human Resources Department.