Collections & Account Support Specialist

Job Description

Job Description

About the company

HighGround is a private equity-backed leader in the disaster mitigation and property restoration services industry. Founded in 2020 with the acquisition of Dry Force, headquartered in Dallas, TX, HighGround has grown through strategic acquisitions and now operates fourteen leading restoration brands across the United States. By combining industry-leading technology, operational excellence, and a highly skilled workforce, HighGround delivers best-in-class service to residential and commercial customers while supporting long-term growth across its portfolio of companies.

Collections & Account Support Specialist

Position Summary

The Collections Specialist is responsible for managing an assigned portfolio of customer accounts to ensure timely payment of outstanding invoices while delivering an exceptional customer experience. As part of the Accounts Receivable Center of Excellence (COE), this role serves as the primary point of contact for customer payment inquiries, incoming Accounts Receivable calls, and day-to-day collection activities across multiple restoration brands.

Collections Specialists play a vital role in supporting healthy cash flow by maintaining an intentional daily collection cadence, building positive customer relationships, resolving routine payment issues, and ensuring customers receive timely, professional service. They work collaboratively with internal departments and Accounts Receivable Specialists to keep accounts progressing toward resolution while escalating complex operational, insurance, or documentation issues when additional expertise is required.

Success in this role requires strong customer service skills, organization, accountability, professionalism, and the ability to balance effective collections by preserving long-term customer relationships.

Key Responsibilities

• Manage an assigned portfolio of customer accounts across multiple brands, ensuring timely follow-up and payment of outstanding invoices.
• Serve as the primary point of contact for incoming Accounts Receivable phone calls and emails by answering customer questions, providing account information, resolving routine payment inquiries, and directing complex issues to the appropriate internal resources.
• Maintain an intentional daily collection cadence by consistently contacting customers through phone, email, and other communication methods while documenting all account activity.
• Deliver an exceptional customer experience by building trust, demonstrating empathy, and maintaining professional, respectful communication throughout the collection process.
• Investigate routine payment delays, identify barriers to payment, and collaborate with customers and internal teams to resolve issues affecting timely collections.
• Negotiate payment commitments, payment arrangements, and collection strategies that support both customer needs and organizational objectives.
• Accurately document customer communications, payment commitments, disputes, and collection activity within company systems.
• Escalate accounts requiring insurance negotiations, operational intervention, legal research, or advanced problem solving to an Accounts Receivable Specialist while maintaining ownership of collection follow-up.
• Monitor assigned accounts, prioritize daily workload, and consistently contribute to improving cash flow, reducing delinquent balances, and achieving departmental performance goals.
• Support standardized processes, continuous improvement initiatives, and best practices that contribute to the ongoing development of the Accounts Receivable Center of Excellence.

Qualifications

• Two (2) or more years of experience in collections, accounts receivable, customer service, or a related field.
• Excellent customer service, communication, and interpersonal skills.
• Strong negotiation skills related to payment commitments, payment arrangements, and customer account resolution.
• Outstanding organizational and time management skills with the ability to manage multiple priorities and maintain consistent follow-up.
• Strong attention to detail and accurate documentation skills.
• Demonstrated ability to professionally resolve customer concerns while preserving positive business relationships.
• Ability to prioritize work independently while contributing to a collaborative, team-oriented environment.
• Proficiency with Microsoft Office, including Excel.
• Experience with accounting, CRM, or collections software preferred.
• Restoration industry experience is preferred but not required.

What Success Looks Like

Successful Collections Specialists understand that effective collections begin with exceptional customer service, intentional communication, and consistent follow-up. They approach each day with purpose, maintaining a disciplined collection cadence while serving as a trusted resource for customers and internal teams.

They listen carefully, communicate professionally, and seek to understand the reason behind payment delays before determining the best path forward. They confidently negotiate payment commitments, resolve routine account issues, and know when to engage an Accounts Receivable Specialist for more complex operational or insurance-related matters.

The most successful specialists are organized, dependable, adaptable, and committed to continuous improvement. They embrace feedback, support their teammates, contribute ideas for improving processes, and take pride in helping the Accounts Receivable Center of Excellence deliver consistent, customer-focused service across every brand.

Why Join Our Team

The Accounts Receivable Center of Excellence (COE) is dedicated to delivering a consistent, customer-focused collections experience across multiple restoration brands. We believe successful collections are built on strong relationships, intentional communication, accountability, and teamwork.

As a Collections Specialist, you'll be an integral part of a collaborative team that values continuous learning, professional growth, and operational excellence. You'll have opportunities to expand your skills, contribute to meaningful process improvements, and grow into specialized Accounts Receivable, insurance negotiation, and leadership roles within the COE.

Benefits

• Choice of 4 medical plans with one at $0 payroll cost for the Employee
• FSA medical and dependent spending account
• HSA available with high deductible plan
• Vision and Dental Insurance (2 dental plans to choose from!)
• Company paid Long/Short term Disability
• Company Paid Life Insurance
• 401k with company matching
• Ancillary Benefits (Hospital, Critical Illness, Accident)
• Paid time off and Holidays
• 401(k): Company match up to 6%