Senior Collections Specialist

POSITION SUMMARY

The Senior Collections Specialist is responsible for managing customer collections activity and supporting the timely resolution of outstanding accounts receivable balances. This role partners with customers and internal teams to drive collection results while maintaining professional, productive relationships and a high level of customer trust.

This individual is responsible for contacting customers regarding past due balances, processing payments and refunds, reconciling account discrepancies, maintaining accurate account records, and supporting billing and invoice submission requirements, including customer portals. The role requires sound judgment, strong follow-through, and the ability to balance persistence with a customer-focused approach.

Because this role supports customers and accounts across multiple entities and currencies, success requires strong attention to detail, comfort working in a complex operating environment, and the ability to manage competing priorities with accuracy and professionalism. This role is based in the United States and must maintain a work schedule that significantly overlaps with the business day of our customers and teams in the southern hemisphere.

POSITION SCOPE

Collections Management and Customer Outreach

Contact customers regarding outstanding balances and drive timely payment resolution

Maintain accurate and up-to-date records of collection efforts, customer commitments, disputes, and follow-up actions

Balance strong collection practices with a professional, solutions-oriented customer experience

Escalate risk accounts, recurring payment issues, or unresolved disputes as appropriate

Payments, Refunds, and Account Reconciliation

Process customer payments and refunds accurately and in a timely manner

Reconcile account discrepancies when Follett records do not match customer records

Partner with internal stakeholders to research and resolve unapplied cash, short payments, disputed balances, credits, and other account issues

Process write-offs or account adjustments as approved and needed

Account Maintenance and Billing Support

Maintain customer account records to ensure contacts, terms, billing requirements, and related data are current and accurate

Upload invoices and supporting documentation to customer portals as required

Support accounts across multiple legal entities and currencies, ensuring accurate handling of account activity and customer communications

Help ensure account documentation and internal records are complete, organized, and audit-ready

Cross-Functional Partnership and Operational Support

Partner with Accounts Receivable, billing, customer-facing teams, and other internal stakeholders to resolve issues that impact collections

Communicate clearly and professionally in both verbal and written formats with internal and external customers

Identify trends, recurring issues, or process gaps and raise recommendations for improvement

Other responsibilities as assigned

QUALIFICATIONS

High school diploma or equivalent required

5-8+ years of collections, accounts receivable, or related accounting experience required

Experience managing customer collections activity, payment processing, refunds, and account reconciliation

Experience working with customers, accounts, or transactions across multiple currencies and/or legal entities strongly preferred

Strong written and verbal communication skills, with the ability to build credibility, maintain professionalism, and represent the company well in customer-facing interactions

Demonstrated ability to navigate difficult conversations, manage conflict constructively, and balance firmness on collections with a positive customer experience

Strong negotiation, follow-up, and problem-solving skills, with the ability to influence payment outcomes and drive resolution

Strong customer service mindset and sound judgment in handling sensitive account issues, escalations, and competing priorities

Ability to work independently while managing multiple priorities with accuracy, organization, and attention to detail

Experience maintaining customer account records, billing requirements, and portal submissions

Strong systems proficiency, including experience working in ERP, accounting, billing, or receivables platforms, with the ability to research account activity, reconcile discrepancies, track collection status, and maintain accurate customer and transaction records

Strong Excel skills, including the ability to organize data, analyze account detail, identify variances, and support collections and reconciliation activities efficiently

Strong documentation skills and the ability to maintain clear, accurate notes on customer communications, commitments, disputes, and next steps

WORK ENVIRONMENT

This role is remote and only open to candidates currently located in the United States and able to work without sponsorship.

It requires a suitable space that provides a private and quiet workplace.

Work hours should provide meaningful overlap with customers and internal teams in the southern hemisphere (ex: 10:00 a.m. – 7:00 p.m. EST), while allowing flexibility across U.S. time zones. Schedules may vary based on location and business needs.

PHYSICAL REQUIREMENTS

Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.

Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance.

Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials.

Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds.

Travel requirements: Minimal (less than 10%)

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

At Follett Software, our people come first.

We’re deeply committed to supporting the well-being, growth, and success of every Team Member. That commitment shows up in a thoughtfully designed, comprehensive benefits package that helps you thrive—at work and in life. Here’s what you can expect:

Fully remote work, giving you the flexibility to do your best work from anywhere in the continental U.S. (unless otherwise noted)

Subsidized healthcare plans, including orthodontic coverage, with HSA option that includes employer matching

Company-paid disability and life insurance, with the option to enhance coverage through voluntary plans

Robust Paid Time Off, including Flex PTO for salaried roles, paid parental leave, company holidays, and paid volunteer service time

Retirement savings with employer match, vesting every pay period

Flexible Spending Accounts for healthcare and dependent care

Optional supplemental coverages, such as accident, hospital, and critical illness insurance, identity theft and credit monitoring, and legal protection services

Meaningful recognition and tangible rewards that celebrate achievements, fuel motivation, and recognize both individual and team success