Senior Collections Specialist

Aston Carter•Hopkins, MN

1d•$25 - $34•Hybrid

About The Position

The Sr. Collections Specialist manages a portfolio of business-to-business customer accounts within the manufacturing and service industries, focusing on relationship-driven credit and collections rather than traditional third-party collections. This role emphasizes proactive customer communication, timely resolution of invoicing and payment issues, and close collaboration with internal teams to improve billing, cash application, and dispute processes. Success in this position is measured by invoice aging, effectiveness of customer interactions, management of credit holds, and overall portfolio performance, all while delivering a high level of customer service.

Requirements

At least 5 years of collections experience, ideally in a business-to-business environment.
Proven ability to handle high volumes of transactions and manage a large workload effectively.
Demonstrated comfort working with weekly and monthly performance metrics and targets.
Strong customer service mindset with the ability to build and maintain positive relationships with customers.
Experience working with aging reports and accounts receivable processes.
Ability to perform basic account reconciliations and analyze account history.
Strong organizational skills with the ability to multi-task and prioritize in a fast-paced environment.
Effective verbal and written communication skills for frequent phone and email interactions.
Ability to collaborate with cross-functional internal teams such as billing, credit, and cash application.
Comfort working in a structured collections environment focused on portfolio management and invoice aging.

Nice To Haves

Experience with SAP, particularly SAP S/4HANA, is a strong plus; training is available for candidates without SAP experience.
Experience in the manufacturing and/or service industries is highly preferred.
Familiarity with customer portals for invoice review and payment tracking.
Experience analyzing and resolving customer disputes related to billing, invoicing, or payment application.
Understanding of credit holds, credit approval processes, and escalation procedures for delinquent accounts.
No specific formal education is required; relevant experience and skills are the primary focus.
Ability to contribute to root cause analysis and continuous improvement related to billing and collections processes.

Responsibilities

Manage a portfolio of customer accounts and oversee the full credit and collections lifecycle for those accounts.
Maintain a daily goal of approximately 25 customer contacts through a mix of phone and email, aiming to connect with at least 10 customers by phone each day.
Monitor, review, and follow up on invoices through customer portals and internal systems, including SAP, to ensure timely payment.
Expedite the resolution of unpaid customer accounts to minimize receivables while preserving strong customer relationships and goodwill.
Coordinate the resolution of customer disputes by working closely with internal departments and customer contacts.
Analyze customer account history directly with customers to identify issues, clarify balances, and agree on payment plans or resolutions.
Collaborate with internal teams such as billing, credit, and cash application to analyze and resolve customer issues with a focus on identifying and addressing root causes.
Contact customers promptly when new orders are placed on credit hold to resolve disputes, clarify terms, and expedite payments so orders can be released.
Participate in the credit approval process as needed, providing input based on account history and risk assessment.
Respond promptly and professionally to customer requests via phone and email, including processing credit card payments and requesting updates to customer master data.
Identify accounts that may require formal demand letters and escalate accounts that need handling by third-party collection agencies in accordance with company policy.
Perform basic account reconciliations to ensure account accuracy and resolve discrepancies in balances or payment applications.