Customer service representative managing active and receptive calls for debt negotiation in telecommunications. Role involves providing solutions and utilizing systems for effective communication.
About the role
- Senior Collections Coordinator responsible for managing accounts receivable and team leadership in a hybrid work environment. Collaborating across departments to resolve payment issues and discrepancies.
Responsibilities
- Provides leadership to team including coaching, mentoring and professional development or oversight to a department
- Responsible for providing performance feedback on a regular basis
- Manage assigned AR portfolio: perform timely outreach, document contacts, and drive resolution for past-due balances
- Investigate and resolve discrepancies (payment misapplication, short-pays, credits, write-off requests) and coordinate corrections with Billing/Finance
- Conduct complex account reconciliations; compile supporting documentation for client and internal review
- Monitor and action portfolio KPIs (aging buckets, DSO drivers, promise-to-pay adherence); escalate exceptions per playbook thresholds
- Prepare and maintain weekly collection status updates for team huddles and stakeholder reviews
- Support month-end cash forecasting and variance explanation for assigned accounts
- Track and follow formal dispute/issue resolution workflow; partner with engagement leaders to obtain approvals and next steps
- Generate client statements, dunning communications, and settlement proposals using approved templates
- Maintain accurate, audit-ready account notes and artifacts in collections systems and document repositories
- Collaborate cross-functionally to resolve root causes (billing set-ups, PO requirements, tax/exemption issues, invoice formatting, portal submissions)
- Assist with onboarding and peer training on collections procedures, systems, and reporting standards
- Recommend incremental process improvements to simplify workflows and improve cycle time and data quality
- Uphold compliance with internal controls, audit requirements, and records retention policies
- Perform other duties as assigned
Requirements
- High School Diploma Required
- 3+ years of Collections and/or accounts receivable experience in a professional services or multi-entity environment
- 1+ years of leading or mentoring staff
- Workday experience highly preferred
Benefits
- annual bonus
- medical, dental, and vision care
- disability and life insurance
- generous Paid Time Off
- retirement plans
- Paid Care Leave
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