Collections Specialist (Miami)

About Commas

Commas is the full-stack growth platform for digital businesses. Whether someone is just getting started or building toward their next million dollars, we give them the infrastructure to do it — payments, checkout funnels, community, courses, affiliate systems, analytics, and everything in between, all in one platform.

We're one of the fastest-growing future-of-work companies in Miami, processing billions in volume through our platform. The team moves fast, ships constantly, and is obsessed with helping people earn from what they already know. If you want to help make this market more accessible, this is the place.

About the Role

We're seeking a Collections Specialist to join our team and take ownership of recovering outstanding balances owed to Commas while maintaining professional, productive relationships with our sellers and business partners.

This role will be responsible for managing accounts throughout the collections lifecycle — identifying past-due balances, contacting account holders, establishing repayment arrangements, documenting collection activity, monitoring payment commitments, and escalating accounts when necessary.

You'll work closely with our Risk, Finance, Legal, Customer Success, and Operations teams to understand account histories, resolve balance discrepancies, recover outstanding funds, and reduce the company's overall financial exposure.

This is a highly organized and communication-driven role for someone who is persistent, comfortable having difficult financial conversations, and capable of balancing urgency with professionalism. The right person knows how to drive repayment without unnecessarily damaging valuable business relationships.

What You'll Do

Collections & Account Management

• Manage a portfolio of accounts with outstanding balances owed to Commas and take ownership of those accounts throughout the collections lifecycle
• Contact sellers, merchants, customers, or other responsible parties through phone, email, and other approved communication channels to resolve outstanding balances
• Conduct consistent follow-up on past-due accounts and maintain clear communication until balances are resolved
• Negotiate repayment arrangements and payment plans within established company guidelines
• Monitor repayment commitments and proactively follow up on missed or late payments
• Maintain accurate and detailed records of all collection activity, communications, commitments, and account statuses
• Prioritize accounts based on balance size, aging, likelihood of recovery, risk exposure, and other relevant factors
• Identify accounts requiring additional escalation and coordinate next steps with leadership, Risk, Finance, or Legal
• Maintain a professional and solutions-oriented approach while handling difficult or sensitive collection conversations

Account Investigation & Resolution

• Review account histories, transaction activity, payment records, disputes, chargebacks, refunds, reserves, and other relevant information to understand how outstanding balances originated
• Investigate discrepancies or disputes raised by account holders and work internally to validate amounts owed
• Gather supporting documentation and account information necessary to substantiate outstanding balances
• Identify recurring reasons for negative balances, non-payment, or delayed repayment and escalate trends to the appropriate teams
• Work with internal stakeholders to resolve account issues that may be preventing successful collection
• Recognize higher-risk situations, potential fraud, intentional non-payment, or other concerning activity and escalate appropriately
• Assist in preparing accounts for external collections or legal escalation when internal collection efforts have been exhausted

Reporting & Collections Operations

• Track outstanding balances, aging, recovery rates, payment-plan performance, and other key collections metrics
• Maintain accurate reporting on collection activity and provide regular updates to leadership
• Help establish and improve collections workflows, communication templates, escalation procedures, and documentation standards
• Identify opportunities to improve recovery rates and reduce the amount of time balances remain outstanding
• Support the development of scalable collections processes as transaction volume and the seller base continue to grow
• Partner with Finance to ensure recovered funds and repayment arrangements are accurately tracked and reconciled
• Collaborate with Risk to identify patterns that could help prevent future losses before they reach collections
• Leverage AI and automation tools to improve collections workflows, account prioritization, follow-up processes, documentation, reporting, and operational efficiency
• Identify repetitive or manual processes within collections and build AI-assisted workflows and automations to make the function faster and more scalable
• Use AI tools to analyze account activity, surface trends, organize information, and support more efficient decision-making across the collections lifecycle
• Continuously experiment with new AI tools and technologies that can improve recovery efforts, team productivity, and overall collections operations

What we're looking for

• 2+ years of experience in collections, debt recovery, accounts receivable, financial operations, payments, merchant services, fintech, banking, or a related field
• Proven experience managing past-due accounts and successfully recovering outstanding balances
• Comfortable communicating directly with individuals and businesses regarding money owed, missed payments, and repayment obligations
• Strong negotiation skills with the ability to establish realistic repayment arrangements while protecting the company's financial interests
• Persistent and confident communicator who can handle difficult conversations without becoming confrontational
• Strong organizational skills with the ability to manage a large portfolio of accounts and consistently follow up on outstanding items
• Excellent attention to detail and ability to maintain accurate records of communications, payments, and account activity
• Ability to review transaction histories and financial information to understand and explain outstanding balances
• Experience working with CRM, collections, payment, accounting, or case-management systems
• Experience in fintech, payments, merchant services, SaaS, marketplaces, e-commerce, or other technology-driven environments is strongly preferred
• Familiarity with payment processing, chargebacks, disputes, reserves, negative balances, ACH, card payments, or merchant accounts is a plus
• Experience working cross-functionally with Finance, Risk, Legal, Customer Success, or Operations teams is preferred
• Strong written and verbal communication skills
• Ability to exercise sound judgment when determining when an account requires escalation
• Bachelor's degree in Finance, Business, Accounting, Economics, or a related field preferred but not required
• Strong proficiency with AI tools and a demonstrated ability to use AI in day-to-day work to improve productivity, automate workflows, analyze information, and build more efficient processes

Who you Are

• You're persistent without being unnecessarily aggressive
• You're comfortable having direct conversations about money and holding people accountable to their financial obligations
• You don't let an unanswered email or missed payment commitment disappear from your radar
• You're organized and can manage dozens of open accounts without losing track of the details
• You understand the difference between a customer who needs help resolving an issue and an account that requires stronger escalation
• You're naturally investigative and want to understand why a balance exists before simply trying to collect it
• You thrive in a fast-moving environment where your work has a direct impact on the company's bottom line

Workplace Philosophy at Commas

Culture eats strategy. The best ideas in the world mean nothing without the right people around the table and the right chemistry between them.

In-Person Matters

The businesses we work with are trusting us with their revenue, and that kind of trust gets built faster in a room than over Slack. Being in-person means faster decisions, sharper collaboration, and the kind of alignment across sales, product, finance, and risk that's hard to fake on a call. That's why in-office culture is non-negotiable at Commas. This is not a hybrid or remote role; the expectation is 5x a week in office.

Lifestyle Hours

We're not a 9-to-5 company. Our schedule mirrors our customers' early mornings, late nights, whatever the moment calls for. Building something worth building takes real time and real effort, and we show up accordingly.

High-Performance Culture

Commas isn't for everyone — and that's the point. We're built for builders, not passengers. We move fast, set ambitious standards, and expect people to rise to them. If you have the talent and the drive, this will be a ride to remember.

A Final Word

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