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.