Description:
As a Collections Operations Specialist, you will play a vital role in ensuring our financial health through timely, accurate payment collection, robust customer communication, and meticulous operational process management. You’ll handle direct customer inquiries, process various payment types, resolve complex operational and customer cases, and strictly follow established Service Level Agreements (SLAs). This role demands an exceptional attention to detail and an ability to collaborate cross-functionally while supporting Motive’s mission and values.
What You'll Do
- Accurately process and apply incoming payments (checks, wires, ACH) to the rightful customer accounts for multiple currencies (USD, CAD, MXN), using daily cash sheets and reports from bank portals.
- Perform daily reconciliation of payment batches and thoroughly investigate any discrepancies to maintain accuracy.
- Ensure successful payment cases across Term Collections, Vendor Finance, Fuel Card Partners, and Credit Collections are processed efficiently and accurately.
- Generate cases for rebates related to vendor finance cash applications.
- Analyze credit card payment trends, identify common reasons for declines, and provide actionable recommendations to enhance payment success.
- Create Salesforce cases for accounts where invoices remain unpaid, and assist in troubleshooting and resolving payment processing errors.
- Professionally handle escalated customer issues and complex payment disputes, working collaboratively with customer service, finance, and legal teams to achieve swift and correct resolution.
- Manage and resolve a wide range of operational collections cases, including refund requests, chargebacks, payment plan adjustments, account closures, bulk invoices, invoice breakdowns, split/defer payments, updating Bill-to contacts, clearing invoices for opportunity closure, hardware returns, account reactivations, W-9 form requests, and third-party collections queries.
- Securely and accurately process customer updates to credit card and ACH payment information while ensuring compliance with privacy and data security standards.
- Proactively identify and reach out to customers regarding initial payment failures, provide clear guidance on resolution steps, and facilitate updates to payment information.
- Communicate delays in processing requests, setting clear expectations through regular updates and estimated timelines.
- Monitor and respond to customer emails related to payments and accounts, ensuring responses within a strict 3-hour SLA.
- Manage and resolve customer inquiries across several channels (Billing, Billing CSA, Billing CSA Priority, Billing OPS BFS, CSM, and Spanish Support), delivering prompt and consistent information.
- Manage all ACH return and chargeback cases, identifying root causes, initiating recoveries or account updates, and communicating effectively with customers to clarify issues and guide them through resolution steps.
- Work closely with the billing department on delinquent accounts to facilitate cancellations and transition to third-party collections if necessary.
Your Background That Likely Makes You A Match
- 1-2 years’ experience in collections operations, payment processing, or customer-facing financial role (SaaS collections and Quote-to-Cash experience is a plus).
- Proven ability to process payments with high attention to accuracy and detail.
- Excellent communication skills (written and verbal), able to clearly explain payment issues and solutions to customers.
- Independent, adaptable, and comfortable in a fast-paced, changing environment.
- High level of proficiency with spreadsheets, banking portals, Salesforce, and ERP systems (knowledge of Zuora is a plus).
- Demonstrated ability to reconcile financial data, solve operational problems quickly, and manage multiple case types simultaneously.
- Receptive to feedback, open to learning, and continuous improvement.
- Ability to work effectively under pressure and meet strict deadlines.
- Bachelor’s (BA/BS) in Accounting, Finance, or a related field preferred.