Collection Coordinator

Position Summary

The Collections Coordinator is responsible for supporting the collection of outstanding customer balances and helping maintain accurate, well-documented accounts receivable records for the assigned division(s). This position works directly with customers, operations, accounting, and third-party collection partners to resolve past-due balances, research account issues, and improve overall collection performance.
The ideal candidate is organized, comfortable working in multiple software systems, able to communicate professionally with customers, and capable of independently researching account activity and following issues through resolution.

Essential Duties and Responsibilities

- Contact customers regarding past-due balances through telephone, email, text/mass communication tools, and other approved collection methods.
- Maintain consistent and accurate documentation of collection activity, customer commitments, disputes, and account status.
- Research customer accounts to identify billing, payment, pricing, service, or account setup issues contributing to nonpayment.
- Coordinate with internal departments to resolve customer account discrepancies and collection-related issues.
- Prepare and maintain collection reports, aging reviews, follow-up lists, and other accounts receivable reporting as assigned.
- Identify accounts requiring escalation and ensure appropriate follow-up occurs according to company collection policies.
- Work directly with ARMS and other third-party collection agencies, including preparing accounts for placement, providing requested documentation, monitoring account status, and reviewing results.
- Utilize DialMyCalls or similar communication software to efficiently communicate with groups of delinquent customers and support collection campaigns.
- Navigate company billing/accounting systems to research invoices, payments, credits, service history, and customer account information.
- Assist customers with questions regarding invoices, balances, payments, and account activity while providing a high level of customer service.
- Maintain confidentiality of customer and company financial information.
- Support management in enforcing company credit and collection policies.
- Identify recurring collection or billing issues and communicate trends to management.
- Perform additional duties as assigned.

Qualifications

Education and Experience

- High school diploma or equivalent required.
- Minimum of 2 years of experience in collections, accounts receivable, customer service, billing, accounting, or a related field preferred.
- Experience working in a high-volume customer account environment preferred.

Knowledge, Skills and Abilities

- Strong verbal and written communication skills.
- Professional and confident telephone presence.
- Strong organizational and follow-up skills.
- Ability to manage a high volume of accounts and prioritize collection activity effectively.
- Ability to research account history and identify discrepancies or unresolved issues.
- Strong attention to detail and accuracy.
- Ability to work independently while collaborating effectively with accounting, operations, sales, and management.
- Comfortable handling difficult customer conversations professionally.
- Ability to learn and efficiently use multiple computer systems and software applications.
- Basic to intermediate proficiency with Microsoft Excel, Outlook, and web-based business applications.
- Ability to learn and effectively utilize collection, billing, customer communication, and third-party software platforms, including DialMyCalls and ARMS.
- Ability to maintain accurate documentation and follow established procedures.

Physical Demands / Work Environment

Standard office environment. Position requires frequent computer and telephone use. Occasional lifting of office materials up to 20 pounds may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.