Customer Service/Collections Specialist

Aston Carter•Rockville, MO

8d•$20 - $30•Onsite

About The Position

The Analyst, Financial Account Management is a temporary, collections-focused role responsible for managing a designated portfolio of franchisee accounts and driving timely collection of outstanding receivables. The role involves primarily outbound outreach to franchisees, resolving past-due balances, monitoring account activity, and carrying out collection strategies according to established policies and procedures. The position works with partners across Sales, Operations, Legal, and Finance, balancing effective collections with strong franchise relationships and broader business objectives. This is a temporary, onsite contract role based in Rockville, Maryland, at the Pike & Rose location. The expected duration is approximately two months, with a possible extension depending on business needs and individual performance. Standard hours are approximately 9:00 a.m. to 5:00 p.m. The role works with a small team of about four colleagues and provides structured training. The work is primarily computer-based in a modern, business-casual office environment, using CRM tools, Microsoft Office applications, and standard office equipment. High-performing contractors may be considered for future permanent roles.

Requirements

23+ years of experience in collections, accounts receivable, credit, customer financial services, finance, or a related field.
Bachelor's degree in Finance, Accounting, Business Administration, or a related field, or an equivalent combination of education and professional experience.
Strong verbal and written communication skills, including the ability to explain financial obligations and processes clearly.
Proven ability to conduct professional, sometimes difficult conversations regarding financial obligations.
Experience managing multiple accounts, deadlines, and priorities, with strong organizational skills.
High attention to detail and commitment to accurate account documentation.
Analytical and problem-solving skills for assessing account risk, payment behavior, and collection strategies.
Ability to work independently within established guidelines and recognize when escalation or guidance is needed.
Ability to build productive working relationships with external customers and internal business partners.
Experience collaborating across Sales, Operations, Legal, Finance, or similar business functions.
Proficiency with Microsoft Office Suite for reporting, documentation, and analysis.
Experience with CRM systems, including documenting and recapping conversations and collection activities.
Ability to type at least 40 words per minute.

Nice To Haves

Experience specifically in franchise collections or managing franchisee accounts.
Knowledge of accounts receivable processes and collections best practices.
Familiarity with Oracle or similar enterprise systems; Oracle Fusion is preferred.
Comfort balancing financial accountability with long-term relationship management.
Interest in continuous improvement and contributing ideas to enhance collection effectiveness and the franchisee experience.
Adaptability to changing business needs and priorities over the assignment.
Strong customer service orientation and professionalism during challenging conversations.

Responsibilities

Manage an assigned territory and portfolio of franchisee accounts, overseeing daily collection activities and follow-up.
Monitor accounts receivable balances, aging reports, payment activity, and delinquency to identify accounts requiring collection action.
Contact franchisees about past-due balances and set clear expectations for payment and repayment timelines.
Understand circumstances contributing to delinquency and recommend paths toward resolution.
Carry out collection strategies in accordance with established policies, procedures, and leadership guidance.
Facilitate payment arrangements within established guidelines and escalate requests requiring additional approval.
Research and help resolve billing questions, disputes, and account discrepancies with internal teams.
Maintain accurate, timely CRM documentation of collection activities, franchisee commitments, disputes, and account status.
Prioritize collection activity according to account aging, balances, risk, and business priorities.
Identify accounts requiring escalation because of delinquency, broken payment commitments, financial risk, or other established criteria.
Gather account information and recommend next steps, including payment arrangements, defaults, reservation suspensions, settlements, or other collection actions.
Support termination recommendations when collection efforts and other remedies have been unsuccessful.
Escalate complex, high-risk, or sensitive situations to senior team members or leadership.
Execute approved collection and enforcement actions and ensure timely follow-up.
Partner with Legal and Financial Account Management leadership to provide documentation and information for default, suspension, or termination processes.
Develop an understanding of franchise agreements, company policies, and contractual remedies applicable to delinquent accounts.
Build and maintain professional relationships with franchise owners and operators while upholding financial accountability.
Communicate clearly and professionally about balances, payment commitments, and collection requirements; handle difficult financial conversations tactfully.
Balance collection practices with the broader franchise relationship and long-term business impact, and provide accurate information about account balances, obligations, and collection processes.
Develop working relationships with internal stakeholders across Franchise Sales, Franchise Operations, Legal, Finance, and related functions.
Communicate account status, collection activity, and significant franchisee issues to appropriate business partners.
Seek stakeholder input when operational, contractual, or relationship considerations may affect collection strategy.
Coordinate with business partners on agreed collection actions and account resolutions.
Consider how collection decisions affect broader franchise relationships and company objectives, and escalate competing priorities when appropriate.
Monitor portfolio performance and identify changes in aging, delinquency, and payment behavior.
Prepare regular account updates and provide accurate information for portfolio reporting and forecasting.
Identify recurring account issues and communicate potential trends to Financial Account Management leadership.
Participate in process improvement initiatives and suggest ways to improve collection effectiveness and the franchisee experience.
Develop knowledge of collections best practices, company policies, franchise agreements, and the broader franchise business model.