Work Schedule: Monday--Friday, 9:00 AM--5:00 PM U.S. Eastern Time
Work Arrangement: Fernbedienung
Industry: Restaurant / Franchise / QSR Technology \& Services
About the Role
We are looking for a Collections Specialist who is confident communicating with customers, highly organized, and persistent in following up on outstanding balances. In this role, you will manage outbound collections, contact customers regarding past-due accounts, secure payments or firm payment commitments, and ensure follow-ups are completed on time.
You will work closely with Accounting, Sales, and Customer Operations to resolve payment issues, maintain accurate account information, and help reduce outstanding receivables. The ideal candidate takes ownership of results, stays professional when handling difficult conversations, and is comfortable working independently in a high-volume remote environment.
Hauptverantwortlichkeiten
Outbound Collections
- Contact customers by phone, email, and text regarding past-due balances.
- Secure payment or a firm commitment to pay and follow up until the balance is resolved.
- Prioritize daily collection activities based on account balance, aging, and collection tasks.
- Track promises to pay and follow up on the date the payment is due.
- Maintain professional and courteous communication throughout the collections process.
Collections Task Management
- Work through automated collections tasks in NetSuite or other systems on a daily basis.
- Complete first reminders, second reminders, and sales representative escalations as required.
- Keep collection tasks current, accurately documented, and properly closed.
- Ensure accounts are progressed through the appropriate escalation process.
Contact Verification \& Account Maintenance
- Verify and update billing and accounts payable contacts, phone numbers, and email addresses.
- Ensure invoices and payment communications reach the appropriate contact.
- Research account information and identify closed locations, ownership changes, duplicate records, or test accounts.
- Coordinate account cleanup and updates with the Accounting team.
Payment Support \& Issue Resolution
- Assist customers with online payment processes.
- Resend invoices, statements, and other payment documentation as needed.
- Confirm and document payments received.
- Identify reasons for unpaid balances, including missing purchase orders, disputed charges, incorrect contacts, or unapplied credits.
- Route disputes, credit requests, payment plans, and other issues to the appropriate Accounting or Sales team member.
Documentation \& Reporting
- Maintain accurate and detailed records of all customer interactions in NetSuite.
- Document calls, emails, payment commitments, account updates, and follow-up actions.
- Provide weekly reports summarizing accounts worked, payments collected, promises to pay, contact updates, and accounts requiring escalation.
- Perform other administrative and collections-related duties as needed.
Qualifikationen
- 2 years of experience in collections, accounts receivable, billing, or phone-based B2B customer service.
- Fluent English with excellent verbal communication and a neutral, professional American accent, as the role involves frequent communication with U.S. customers.
- Strong written English skills with the ability to write clear, concise, and professional emails and messages.
- Experience with NetSuite, an ERP, CRM, or similar business system is a plus.
- Ability to quickly learn new software and workflows.
- Restaurant, franchise, or QSR industry experience is a plus but not required.
- Comfortable working Monday--Friday, 9:00 AM--5:00 PM U.S. Eastern Time.
- Reliable computer, professional headset, high-speed internet, and backup internet/power for potential outages.
- Quiet and dedicated home workspace suitable for frequent customer calls.
Skills \& Attributes
- Confident and professional communicator who can handle payment conversations with customers.
- Persistent and comfortable asking for payment while maintaining a positive customer relationship.
- Calm and professional when dealing with frustrated or difficult customers.
- Highly organized and detail-oriented with strong follow-through.
- Comfortable handling high-volume, repetitive outbound calls and working from a daily task queue.
- Resourceful and proactive when contact information is outdated or difficult to reach.
- Self-directed, dependable, and capable of working independently in a remote environment.
- Results-oriented with a focus on dollars collected and accounts resolved, not simply activity completed.
- Collaborative and able to communicate effectively with Accounting, Sales, and Customer Operations teams.
- Comfortable using AI tools to improve productivity, including drafting communications, summarizing information, and prioritizing tasks.
How Success Is Measured
Success in this role will be measured by your ability to:
- Reduce the total dollar balance of accounts 60 days past due month over month.
- Increase the number of overdue accounts resolved.
- Consistently follow up on payment commitments and collection tasks.
- Maintain accurate and complete account documentation.
- Keep collection queues and escalations current.
- Identify and resolve account issues that prevent timely payment.
- Contribute to a consistent, organized, and effective collections process.
Why Join Us?
This is an opportunity to take ownership of an important part of the company's financial operations. You'll have a direct impact on cash flow, customer account health, and the overall efficiency of the collections process while working with a collaborative remote team.
Job Type: Full-time
Pay: $25,000.00 - $30,000.00 per month
Application Question(s):
- Please tell us briefly about your b2b collection experience catering to US-clients
Arbeitsort: Remote
