Collections Specialist

Collections Specialist

Every pet should get the care they need, regardless of cost. Vet med prices are up 40% since 2020, and pet owners are stuck having to pick between their bank account and furry friend. At Snout, we aim to solve this by enabling clinics to offer pet wellness plans, that actually work.

Snout is one of the fastest growing wellness plan providers in the veterinary space, trusted by clinics across the U.S. We're a small but mighty startup team of <50 employees. We're on the lookout for an experienced Collections Specialist based in the Texas or Georgia area to help build out our collections function and increase the rate of collections while leaving a positive impression of Snout.

As a Collections Specialist, you'll be at the front line of customer interactions, working with clients on past-due accounts and helping us make smart, informed decisions on collections. You'll manage day-to-day activities like contacting customers, negotiating repayment plans, sending correspondence, and documenting account details. Beyond the day-to-day, you'll play a key role in shaping scalable processes and standards for our collections function, partnering with internal teams to resolve issues, improve workflows, and ensure a smooth and professional experience for every customer. Your impact will go far beyond collecting payments. By identifying root causes of delinquency, spotting trends, and recommending improvements, you'll help reduce defaults and strengthen the financial health of the company. You'll directly contribute to building a more efficient collections function that balances strong recovery results with exceptional customer service. Your work will ensure that Snout can continue supporting veterinarians and pet parents. If you're assertive, motivated by goals, and thrive on hitting (and exceeding) quotas, this role is for you! Snout is committed to building a diverse and inclusive team. We know that great candidates may not check every box — and that's okay. If you're excited about this role and our mission, we encourage you to apply if you meet at least 75% of "what we're looking for" including the first bullet point. If you need any accommodations during the application or interview process, please let us know — we're happy to support you.

What you'll do:

• Reach out to past-due clients, request payment, and negotiate repayment plans while maintaining a positive customer experience
• Send follow-up correspondence to delinquent accounts, including reminders and demand letters
• Accurately document and update customer account records, including commitments to pay, balances, due dates, call notes, and next steps
• Contribute to developing collections processes, standards, and performance targets that align with company goals
• Analyze trends in customer delinquency and recommend strategies to reduce defaults and improve repayment outcomes
• Lead and support process improvement initiatives to streamline collections workflows and increase operational efficiency

What we're looking for:

• 2+ years experience in collections
• Strong customer service, verbal and written communication skills applicable to phone etiquette and email composition
• Ability to be a assertive, facilitate a difficult conversation and deal with upset clients yet still leave the client with a positive impression of Snout
• Strong problem solving skills and sound judgment in complex situations
• High emotional intelligence including empathy
• Comfort using and quickly learning technology like Microsoft Office, Google Suite, Slack, Notion, Linear, Fresh Desk, etc.
• Home office with reliable internet, webcam and microphone capabilities
• Flexibility to work weekend shifts and travel once a quarter

What will make you stand out:

• Experience with tools like Slack, Notion or ticketing platforms like FreshDesk, Linear, etc.
• Desire and ability to work independently in a fast-paced environment

Why you should join Snout:

• Fast growing, venture capital backed technology company focused on improving access to veterinary care
• Ability to have a meaningful impact from Day 1, where your voice and opinion matters
• Unlimited potential to grow in your career, learn and expand your skillsets
• Collaborative, flexible, and friendly culture

Why this role might not be a fit for you:

• You aren't based in the Michigan, Texas or Georgia area
• You can't handle rejection or overcome obstacles to collect outstanding payments
• You don't enjoy helping clients and can't handle dealing with negative or difficult clients
• A fast-moving, startup culture feels overwhelming to you
• You aren't comfortable with ambiguity and figuring things out as you go
• You don't have a quiet home office with reliable internet, webcam and microphone capabilities and need in person community
• You don't live near an airport, have the flexibility to travel or to work weekend shifts as needed

Compensation:

• $45 000 - $50 000 base salary

Benefits:

• Day 1 medical/dental/vision benefits
• Flexible time off + 11 Snout calendar holidays
• Paid parental leave