Senior Collections Specialist
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Job Description
Senior Collections Specialist managing customer collections, payments, refunds, and reconciliations for an education technology company. Supporting accurate receivables across entities and currencies.
Responsibilities:
- Manage customer collections activity and support timely resolution of outstanding accounts receivable balances
- Contact customers regarding outstanding balances and drive timely payment resolution
- Maintain accurate records of collection efforts, customer commitments, disputes, and follow-up actions
- Balance strong collection practices with a professional, solutions-oriented customer experience
- Escalate risk accounts, recurring payment issues, and unresolved disputes as appropriate
- Process customer payments and refunds accurately and promptly
- Reconcile discrepancies between Follett and customer records
- Partner with internal stakeholders to resolve unapplied cash, short payments, disputed balances, credits, and other account issues
- Process approved write-offs and account adjustments
- Maintain current and accurate customer account records, contacts, terms, billing requirements, and related data
- Upload invoices and supporting documentation to customer portals
- Support accounts across multiple legal entities and currencies
- Ensure account documentation and internal records are complete, organized, and audit-ready
- Partner with Accounts Receivable, billing, customer-facing teams, and other internal stakeholders
- Communicate professionally with internal and external customers
- Identify trends, recurring issues, and process gaps and recommend improvements
- Perform other responsibilities as assigned
Requirements:
- High school diploma or equivalent required
- 5–8+ years of collections, accounts receivable, or related accounting experience required
- Experience managing customer collections activity, payment processing, refunds, and account reconciliation
- Experience with customers, accounts, or transactions across multiple currencies and/or legal entities strongly preferred
- Strong written and verbal communication skills
- Ability to navigate difficult conversations and manage conflict constructively
- Strong negotiation, follow-up, and problem-solving skills
- Strong customer service mindset and sound judgment
- Ability to work independently while managing multiple priorities with accuracy, organization, and attention to detail
- Experience maintaining customer account records, billing requirements, and portal submissions
- Strong systems proficiency with ERP, accounting, billing, or receivables platforms
- Strong Excel skills, including organizing data, analyzing account detail, identifying variances, and supporting collections and reconciliation
- Strong documentation skills
- Currently located in the United States and able to work without sponsorship
- Suitable private and quiet home-office workspace
- Work schedule with meaningful overlap with customers and internal teams in the southern hemisphere
Benefits:
- Fully remote work from anywhere in the continental U.S. (unless otherwise noted)
- Subsidized healthcare plans, including orthodontic coverage, with HSA option that includes employer matching
- Company-paid disability and life insurance, with optional voluntary plans to enhance coverage
- Robust Paid Time Off, including Flex PTO for salaried roles, paid parental leave, company holidays, and paid volunteer service time
- Retirement savings with employer match, vesting every pay period
- Flexible Spending Accounts for healthcare and dependent care
- Optional supplemental coverages, including accident, hospital, and critical illness insurance
- Identity theft and credit monitoring
- Legal protection services
- Recognition and tangible rewards for individual and team achievements
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