Sr. Collections Specialist

CMA CGM • Norfolk, VA

8d • Onsite

About The Position

The Senior Collections Specialist is responsible for managing a portfolio of complex accounts receivable and driving the resolution of outstanding balances through strategic, analytical, and customer-focused collection practices. This role goes beyond traditional collections by requiring critical evaluation of account history, dispute dynamics, and customer behavior to develop tailored collection strategies that reduce Days Sales Outstanding (DSO) and optimize cash flow. The Senior Collections Specialist serves as a key partner to Sales and cross-functional teams, ensuring timely resolution of disputes—including rejected and unresolved claims—by securing required documentation, driving accountability, and escalating for commercial settlement when necessary. This position requires a high level of professional judgment, negotiation skill, and the ability to balance risk mitigation with customer relationship management.

Requirements

• Knowledge of collections processes and procedures.
• Exceptional skills in MS Excel: including pivot tables and v-lookups
• Exceptional interpersonal & communication skills (written & verbal).
• Strong organizational, time management, priority setting & high level of analytical & problem-solving abilities.
• Ability to coordinate information from various sources.
• Familiarity with functions of different internal departments such as Finance, Imports, Exports, Rates & Detention & Demurrage
• Possess a mindset with strong customer service skills that clearly recognizes the importance & sensitivity of our customers.
• Conflict resolution skills
• Proficiency in computer skills to include Microsoft applications (Excel, Outlook, Word, PowerPoint),
• Creative, self-disciplined and capable of identifying and completing critical tasks independently and with a sense of urgency.
• Must have attention to detail with an eye for accuracy.
• Ability to gain clear understanding of other departments process
• Advanced knowledge of collections strategies, dispute resolution processes, and accounts receivable management.
• Strong analytical and problem-solving capabilities, with the ability to interpret complex account scenarios and make sound decisions.
• Demonstrated negotiation skills with the ability to influence outcomes while preserving customer relationships.
• High proficiency in Microsoft Excel (including pivot tables, VLOOKUPs, and data analysis).
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and professionally.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple accounts and deadlines effectively.
• Ability to synthesize information from multiple systems and departments to form actionable insights.
• Working knowledge of cross-functional processes (Finance, Imports/Exports, Rates, Detention & Demurrage, etc.).
• Strong conflict resolution skills and the ability to navigate sensitive customer interactions.
• Detail-oriented with a high degree of accuracy and accountability.
• Self-motivated, proactive, and capable of working independently with a sense of urgency.
• Customer-centric mindset with an understanding of the balance between collections enforcement and relationship management.
• Minimum of 3 years corporate collections experience including interaction with a large customer base.

Nice To Haves

• Knowledge of the ocean container shipping industry a plus but not required.
• Bachelor’s Degree

Responsibilities

• Own and manage a portfolio of customer accounts, developing and executing strategic collection plans to drive timely payment and minimize risk exposure.
• Conduct proactive and targeted collection campaigns through professional communication (phone and email), applying negotiation techniques to secure payment commitments.
• Analyze account status, payment trends, and dispute history to determine optimal collection approach and identify potential risks or escalation needs.
• Lead the resolution of short payments and discrepancies by validating supporting documentation and clearly communicating findings to customers.
• Drive closure of all reviewed and rejected disputes by: Following up with customers for missing or additional documentation, Collaborating with internal stakeholders to validate claims, Escalating to Sales for commercial settlements when appropriate.
• Act as a central liaison across departments (Customer Service, Documentation, Cash Applications, Operations, etc.) to remove barriers to payment and ensure a seamless customer experience.
• Prepare, analyze, and present account and portfolio-level reporting to Senior Management, highlighting trends, risks, and recommended actions.
• Manage customer account reconciliations, including remittance application issues, overpayments, duplicate payments, offsets, and small balance write-offs.
• Identify process improvement opportunities and contribute to initiatives that enhance collection efficiency and dispute resolution effectiveness.
• Support special projects and ad hoc analyses as required.

Benefits

• Performance-based bonuses
• Comprehensive benefits, including health insurance, retirement plans, tuition repayment and paid time off
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED