Collections Specialist

Job Description

Job Description

We are looking for a Collections Specialist to support timely payment recovery and maintain strong customer relationships for our team in Westborough, Massachusetts. In this role, you will work directly with customers and internal partners to resolve outstanding balances, address account concerns, and help reduce delinquency through thoughtful follow-up. The ideal candidate brings sound judgment, clear communication, and a service-oriented approach to accounts receivable activities.

Responsibilities:

• Contact customers with overdue balances through regular outbound outreach and guide conversations toward prompt payment arrangements.

• Respond to inbound account inquiries with accuracy and professionalism, helping customers understand balances and available resolution options.

• Review aging data to identify delinquent accounts, track collection progress, and summarize past-due trends for leadership visibility.

• Work closely with sales and contract teams to investigate billing concerns, settle disputes, and remove barriers to payment.

• Monitor incoming payments and follow up quickly when commitments are missed or additional action is needed.

• Initiate refund requests and coordinate the appropriate follow-through to ensure account adjustments are completed correctly.

• Use problem-solving skills to address customer issues, reduce escalations, and support positive account outcomes.

• Contribute ideas that improve collections workflows, strengthen service quality, and support an efficient credit and collections operation.

• At least 1 year of experience in collections, accounts receivable, credit, or a closely related function.
• Familiarity with commercial, consumer, or billing collections processes and overdue account resolution.
• Strong numerical skills with the ability to review balances, payment activity, and aging information accurately.
• Effective verbal and written communication skills, including the ability to influence payment discussions professionally.
• Ability to manage multiple priorities, meet deadlines, and maintain accuracy in a fast-paced environment.
• Proficiency with Microsoft Office applications and general computer-based work tools.
• Team-oriented mindset with flexibility to adjust to changing business needs and workload priorities.