Experienced Collections Specialist

Doswell Operating Group•Richmond, VA

About The Position

Woodfin – Your Home Team is seeking a customer-focused Collections Specialist who is passionate about helping customers find solutions while protecting company receivables. This role combines customer service excellence, relationship building, and collections expertise to resolve outstanding balances in a professional, compassionate, and effective manner. The ideal candidate understands that collections is an extension of the customer experience and approaches every interaction with empathy, professionalism, and a commitment to finding mutually beneficial solutions.

Requirements

High school diploma required
2+ years of collections, accounts receivable, customer service, or related experience.
Strong phone communication and conflict resolution skills.
Ability to handle difficult conversations with professionalism and empathy.
Strong organizational and follow-up skills.
Proficiency with Microsoft Office and accounting/customer management systems.
Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

Associate's degree preferred.
Experience working with payment plans and account reconciliation preferred.

Responsibilities

Contact customers regarding past-due accounts via phone, email, text, and written correspondence.
Resolve outstanding balances while maintaining positive customer relationships.
Research customer accounts, invoices, payment history, and service records to identify and resolve billing concerns.
Negotiate payment arrangements and payment plans within company guidelines.
Collaborate with Customer Service Representatives, Coordinators, and Operations teams to resolve disputes quickly and accurately.
Maintain accurate account documentation and collection notes.
Monitor aging reports and prioritize collection activities based on established objectives.
Identify accounts requiring escalation, legal review, or third-party collection placement.
Assist customers with payment options, online payment methods, and account questions.
Support retention efforts by identifying opportunities to preserve customer relationships while improving collections performance.
Meet established collection, recovery, and customer satisfaction goals.
Maintain compliance with all applicable collection regulations and company policies.

Benefits

A welcoming, family-oriented work environment that supports work/life balance.
401K plan with Roth and Traditional options, including a 25% company match on up to 6% of your income.
Medical insurance with three plan choices, including Health Savings Account options.
Dental insurance with two plan choices.
Vision insurance coverage.
Flexible spending account.
Tuition reimbursement.
Access to apprenticeship training programs.
Scholarship opportunities for you and your family.
Paths for cross-training and career advancement.
Paid vacation and PTO that accrues from day one.
Employee Assistance Program for support when needed.