[Hiring] Collection Specialist @Elevate and Delegate

Role Description

• Outbound Collections
  • Contact customers by phone, email, and text regarding past-due balances.
  • Secure payment or a firm commitment to pay and follow up until the balance is resolved.
  • Prioritize daily collection activities based on account balance, aging, and collection tasks.
  • Track promises to pay and follow up on the date the payment is due.
  • Maintain professional and courteous communication throughout the collections process.
• Collections Task Management
  • Work through automated collections tasks in NetSuite or other systems on a daily basis.
  • Complete first reminders, second reminders, and sales representative escalations as required.
  • Keep collection tasks current, accurately documented, and properly closed.
  • Ensure accounts are progressed through the appropriate escalation process.
• Contact Verification & Account Maintenance
  • Verify and update billing and accounts payable contacts, phone numbers, and email addresses.
  • Ensure invoices and payment communications reach the appropriate contact.
  • Research account information and identify closed locations, ownership changes, duplicate records, or test accounts.
  • Coordinate account cleanup and updates with the Accounting team.
• Payment Support & Issue Resolution
  • Assist customers with online payment processes.
  • Resend invoices, statements, and other payment documentation as needed.
  • Confirm and document payments received.
  • Identify reasons for unpaid balances, including missing purchase orders, disputed charges, incorrect contacts, or unapplied credits.
  • Route disputes, credit requests, payment plans, and other issues to the appropriate Accounting or Sales team member.
• Documentation & Reporting
  • Maintain accurate and detailed records of all customer interactions in NetSuite.
  • Document calls, emails, payment commitments, account updates, and follow-up actions.
  • Provide weekly reports summarizing accounts worked, payments collected, promises to pay, contact updates, and accounts requiring escalation.
  • Perform other administrative and collections-related duties as needed.

Qualifications

• 2+ years of experience in collections, accounts receivable, billing, or phone-based B2B customer service.
• Fluent English with excellent verbal communication and a neutral, professional American accent.
• Strong written English skills with the ability to write clear, concise, and professional emails and messages.
• Experience with NetSuite, an ERP, CRM, or similar business system is a plus.
• Ability to quickly learn new software and workflows.
• Restaurant, franchise, or QSR industry experience is a plus but not required.
• Comfortable working Monday–Friday, 9:00 AM–5:00 PM U.S. Eastern Time.
• Reliable computer, professional headset, high-speed internet, and backup internet/power for potential outages.
• Quiet and dedicated home workspace suitable for frequent customer calls.

Requirements

• Confident and professional communicator who can handle payment conversations with customers.
• Persistent and comfortable asking for payment while maintaining a positive customer relationship.
• Calm and professional when dealing with frustrated or difficult customers.
• Highly organized and detail-oriented with strong follow-through.
• Comfortable handling high-volume, repetitive outbound calls and working from a daily task queue.
• Resourceful and proactive when contact information is outdated or difficult to reach.
• Self-directed, dependable, and capable of working independently in a remote environment.
• Results-oriented with a focus on dollars collected and accounts resolved, not simply activity completed.
• Collaborative and able to communicate effectively with Accounting, Sales, and Customer Operations teams.
• Comfortable using AI tools to improve productivity, including drafting communications, summarizing information, and prioritizing tasks.

Application Process

• As part of your application, you’ll be asked to record your responses to the initial interview questions through a Loom video (questions & instructions are in the application page).
• Our team will carefully review your submission, and if shortlisted, we’ll share your responses with the client for their review and next steps.
• Please treat this recording as you would a real interview:
  • Come prepared and make sure you’re clearly visible on camera.
  • Record your answers in a quiet, well-lit, and clutter-free space with a stable internet connection.
  • We’re excited to get to know you better! Show us your personality and strengths. We encourage you to answer authentically and in your own words, without reading from a script or using AI tools.