Collections Specialist

About The Company SERVPRO Team SPG, based in Encino, California, is a leader in remediation and restoration, providing best-in-class service to handle emergency and reconstruction needs 24/7. Our goal is to help minimize the interruption to your life and quickly make it "Like it never even happened." Job Description The Collections Specialist is a customer-facing role dedicated 100% to collecting outstanding receivables. This position works directly with customers, insurance carriers, and adjusters to secure payment on past-due balances, resolve billing disputes, and move accounts to resolution while upholding SERVPRO Team SPG’s customer care standards. The ideal candidate understands how restoration and insurance-claims billing works, is comfortable having direct conversations about outstanding balances, and stays professional and solution-focused when a customer is frustrated. Primary Responsibilities Manage an assigned portfolio of past-due accounts through consistent outbound calls, emails, and follow-ups to secure payment Communicate directly with customers, insurance carriers, and adjusters to resolve outstanding balances Review invoices, estimates, and job file documentation to understand what was billed and why before engaging the customer Investigate and resolve billing and payment disputes, coordinating with the billing, AR, project management, and job file teams to remove payment barriers Negotiate payment arrangements and document all contacts, commitments, and next steps in the system of record Monitor accounts receivable aging and prioritize follow-up based on balance, age, and risk Deliver a professional, empathetic, customer-focused experience in every interaction, consistent with SERVPRO Team SPG’s customer care expectations Escalate unresolved or high-risk accounts to the Collections Manager with clear supporting documentation Provide regular collections activity and status updates as needed Position Requirements 2+ years of collections, accounts receivable, or billing experience, including direct customer-facing collections responsibility Working knowledge of invoicing and billing processes, with the ability to explain charges clearly to customers Proven ability to handle disputes and difficult conversations with professionalism and composure Experience in restoration, construction, or insurance-claims collections strongly preferred Excellent verbal and written communication, negotiation, and customer service skills Strong organization and follow-through, with the ability to manage a high volume of accounts and document every interaction Proficiency in Microsoft Excel; experience with NetSuite or a similar ERP/accounting system a plus High school diploma/GED required; Associate’s degree preferred Must be able to work in person 5 days per week Must be authorized to work lawfully in the United States and able to successfully complete a background check subject to applicable law

POSITION DETAILS

Full-Time, Non-Exempt (Hourly) In-Person, Encino, CA Pay: $30.00 – $35.00 per hour, based on experience

PHYSICAL DEMANDS

Primarily office-based work in a climate-controlled environment Prolonged periods of sitting at a desk and working on a computer Frequent use of hands and fingers for typing, writing, and handling documents Repetitive motions, including keyboarding and use of a mouse Extended periods of talking and listening on the phone, plus frequent virtual and in-person communication Close visual acuity for reading documents and viewing computer screens Occasional standing, walking, bending, reaching, and filing Occasional lifting and carrying of files or supplies up to 25 pounds Ability to open filing cabinets and bend or stand on a step stool as needed SERVPRO Team SPG will consider qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance and the California Fair Chance Act. #J-18808-Ljbffr SP Global DRT