Collections Specialist

The Collections Specialist owns the day-to-day recovery of a high-volume portfolio of past-due receivables.

This role combines disciplined account management, confident customer communication, thoughtful problem-solving, and timely escalation.

Success means reducing aged exposure, improving payment behavior, resolving barriers to payment, and maintaining a complete, audit-ready account record while protecting the customer relationship and Access's reputation.

What You'll Own

Portfolio Strategy & Recovery


* Manage an assigned portfolio of past-due accounts, prioritizing activity by age, value, risk, dispute status, commitment status, and customer impact.



* Maintain a consistent, multi-channel outreach cadence and engage the billing contacts, decision-makers, account executives, and other stakeholders needed to move the account forward.



* Use aging reports, dashboards, customer history, and approved research tools to build an account strategy and define the next best action.



* Meet established engagement and follow-up standards so every account has a current status, clear owner, and documented next step.

Customer Resolution & Cross-Functional Partnership


* Lead professional, direct conversations to understand the cause of nonpayment, secure payment commitments, and reset expectations when agreed terms are not met.



* Investigate and coordinate the resolution of disputes, invoice questions, missing documentation, unapplied cash, pending credits, and account setup issues.



* Partner with Billing, Cash Application, Client Care, Sales, Operations, and Finance to remove barriers to payment without creating unsupported exceptions.



* Negotiate payment arrangements within established guidelines, obtain required approval, confirm terms in writing, and follow up promptly on every commitment.

Risk, Escalation & Account Protection


* Execute approved demand-letter and service-hold processes accurately, consistently, and within established timelines.



* Identify high-risk or no-progress accounts early and prepare complete, decision-ready documentation for management review.



* Route qualified accounts to third-party collections or Legal in accordance with current escalation criteria, and support a clean handoff through final disposition.



* Escalate settlement, termination, bankruptcy, or other material risk matters with the required financial, operational, and customer documentation.

Systems, Controls & Reporting


* Document collection activity, contacts, commitments, disputes, correspondence, and status changes accurately in NetSuite as the system of record.



* Maintain reliable contact and account information across NetSuite and Salesforce, including parent/child account relationships where applicable.



* Participate in recurring portfolio reviews and communicate risks, blockers, requested support, and recommended next actions clearly.



* Follow confidentiality, securit...