Collections Specialist

Description:

The Termed Collections Specialist (L2) is responsible for the systematic reconciliation and collection of outstanding balances associated with expired or matured contract terms. This role focuses on active customers, ensuring that previous contract liabilities are cleared to maintain account health and support ongoing business relationships. The L2 Specialist follows established workflows to resolve high-volume, routine billing discrepancies.

Key Responsibilities
 

• Active Account Outreach
• Execute high-volume outbound communication (calls and emails) to active clients regarding past-due balances.
• Deliver professional, service-oriented payment reminders that align with company brand standards.
• Provide customers with necessary documentation, such as final invoices or statements of account.
• Foundational Reconciliation
• Review accounts to ensure that end-of-term charges (e.g., usage true-ups or equipment returns) are billed according to the standard contract.
• Research and resolve basic billing errors, preventing the customer from closing out a prior-term balance.
• Update the CRM/ERP system with accurate contact information and detailed interaction history.
• Dispute Management & Escalation
• Identify and document customer disputes regarding end-of-term fees.
• Resolve common, low-complexity inquiries independently using the approved Job Matrix guidelines.
• Escalate complex disputes, high-dollar reconciliation issues, or sensitive "at-risk" accounts to Level Management.

Competency Requirement Education High School Diploma or GED required; Associate's degree preferred.

Experience 1 year in Customer Service, Billing, or Accounts Receivable.

Tech Proficiency Basic Excel skills (sorting, data entry) and experience with CRM software.

Communication Strong verbal and written skills with a focus on de-escalation.

Core Ability Must be able to follow strict Standard Operating Procedures (SOPs).