Billing & Collections Operations Specialist

Boys & Girls Clubs of St. Joseph County•South Bend, IN

17h

About The Position

The Billing & Collections Operations Specialist supports the financial sustainability of Boys & Girls Clubs of the Northern Indiana Corridor (BGCNIC) as the organization expands fee-based programming. The position manages billing processes, maintains accurate member records, and leads consistent, compassionate collections efforts with families. It combines attention to detail, systems management, and customer service, balancing empathy and professionalism with organizational expectations. BGCNIC serves 3,000 children ages 5–18 at 38 sites across northern Indiana through summer and before- and after-care programming. Its programs focus on social and emotional learning, college and workforce readiness, and academic enrichment. The Specialist also supports families with billing questions and payment plans, assists Club staff with MyClubHub registration, attendance, and billing functions, and provides reports and recommendations to the Member Manager. Additional Operations team and program-related support may be assigned.

Requirements

Associate’s or bachelor’s degree in Business, Finance, or a related field, or equivalent experience.
At least 2 years of experience in billing, collections, customer service, or administrative operations.
Strong attention to detail and organizational skills.
Ability to handle sensitive financial conversations with professionalism and empathy.
Experience with databases or CRM systems.
Proficiency in Microsoft Office, including Excel, Word, and Outlook.
Self-motivated, analytical, personable, and detail-oriented, with excellent written and verbal communication skills.
Solution-based thinking, positivity, and ability to execute.
Ability to work as an ethical, transparent, deadline-conscious team player who treats colleagues, Club members, and their families with respect.
Must be able to pass required background screens and drug screens at any time.

Nice To Haves

MyClubHub experience.
Bilingual English/Spanish skills are strongly preferred.
Associate’s or bachelor’s degree in Business, Finance, or a related field is preferred.

Responsibilities

Generate and distribute accurate weekly and monthly invoices for membership dues and before- and after-school program fees.
Ensure timely and consistent billing cycles across all Club locations.
Monitor account activity to identify discrepancies or issues proactively.
Manage the full collections process for past-due accounts, including phone calls, emails, and mailed communications.
Follow up consistently to resolve outstanding balances and thoroughly document collection activity in systems.
Serve as the primary support for incoming calls to the main line, return voicemails and inquiries promptly, and communicate clearly with families about billing and account status.
Partner with families to establish realistic and manageable payment plans, track adherence, and follow up as needed.
Maintain accurate, up-to-date member records in MyClubHub, including billing, communications, and collection notes.
Ensure data integrity across member accounts to support reporting and decision-making.
Provide the Member Manager with regular reports on collection status, outstanding balances, trends, and potential risks.
Identify patterns and recommend process improvements to reduce delinquency.
Support Club staff in using MyClubHub for registration, attendance, and billing; assist with training and troubleshooting as needed.
Support continuous improvement of systems and processes.
Support the Operations team with administrative and program-related needs as assigned.
Contribute to a culture of accountability, teamwork, and mission alignment.