Department: Billing, Payments & Collections

Reports to: Billing, Payments & Collections Manager

Position Summary:

We are seeking a detail-oriented and proactive Collections Specialist to manage and resolve delinquent accounts across various aging buckets (1 120+ days), including specialized queues such as First Payment, Defaults, Write-offs, Legal, and Bankruptcy. This role requires strong communication, analytical, and negotiation skills to ensure timely collections while maintaining positive customer relationships.

Key Responsibilities:

• Manage a portfolio of accounts from early delinquency through legal and bankruptcy stages.
• Perform daily collection activities including phone calls, emails, texts, and formal letters.
• Maintain a structured follow-up system to ensure customer commitments are met.
• Collaborate cross-functionally with Customer Service, Product, Billing, and Legal teams to resolve payment issues and disputes.
• Prepare weekly forecasts and progress reports by aging bucket.
• Analyze aging accounts receivable (AR) and monitor for non-payment trends.
• Offer and manage payment plans, process payments, and evaluate eligibility for extensions.
• Conduct skip tracing and assign field cases for accounts lacking contact information.
• Investigate and resolve collection-related disputes in a timely manner.
• Prepare and submit cases for litigation to the legal team.
• Coordinate with third-party collection agencies and manage feedback loops.
• Negotiate settlements, gather project updates, and collect missing documentation to resolve outstanding balances.

Minimum Requirements:

• Experience: Minimum 3 years in a collections role managing aging and default accounts.
• Education: High school diploma required; college degree preferred.
• Software Proficiency:
  • Zuora (billing and subscription management)
  • Salesforce (CRM and case tracking)
  • CIS (Customer Information System)
  • Microsoft 365 Suite (Excel, Outlook, Teams, etc.)

Preferred Attributes:

• Customer-focused mindset with a problem-solving approach
• Ability to maintain professionalism in challenging situations
• Organized, analytical, and results-driven

EEO:

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.