[Hiring] Collections and Cash Apps Specialist @Turnitin, LLC

Role Description

As a Collections Specialist, you will play a key role in optimising cash flow by proactively managing a portfolio of customer accounts and ensuring outstanding balances are collected in line with agreed payment terms.

Working as part of a global Order-to-Cash team, you will:

• Build strong relationships with customers and internal stakeholders to resolve payment queries, remove barriers to collection and minimise aged debt.
• Take ownership of the end-to-end collections process, balancing a customer-focused approach with the ability to confidently enforce contractual payment terms where required.
• Use data to identify trends, drive continuous improvement and support process enhancements that improve both the customer experience and cash conversion.
• Collaborate closely with Sales, Billing, Revenue, Finance and other teams to deliver an efficient and effective Order-to-Cash process.

You'll be responsible for:

• Proactively managing a high-volume, multi-currency customer ledger, ensuring accounts are collected in line with agreed payment terms.
• Building and maintaining positive relationships with internal and external customers, demonstrating awareness of cultural and regional differences while appropriately enforcing contractual payment terms.
• Recovering overdue debt by proactively engaging with customers to resolve payment delays, disputes and account queries.
• Investigating and resolving payment issues by partnering with Sales, Orders, Billing, Revenue and Finance teams to ensure an efficient end-to-end Order-to-Cash process.
• Identifying and resolving short payments, withholding tax (WHT) deductions and unapplied cash, ensuring all variances are investigated, categorised and resolved promptly.
• Supporting cash allocation activities by assisting with the identification of unidentified receipts and ensuring payments are accurately allocated.
• Managing final demand, suspension and debt recovery activities professionally and sensitively, working closely with internal stakeholders and third-party collection agencies where appropriate.
• Owning customer queries from receipt through to resolution, coordinating with cross-functional teams, providing regular updates to customers and internal stakeholders, and ensuring issues are resolved promptly to minimise delays to cash collection.
• Analysing aged debt and payment trends to identify root causes, mitigate risk and improve collection performance.
• Producing accurate reporting and actionable insights on collections performance, aged debt, recovery activity and key risks.
• Ensuring all documented processes, internal controls and Delegation of Authority (DOA) requirements are followed at all times.
• Driving continuous improvement by identifying opportunities to simplify processes, increase automation and enhance both customer experience and operational efficiency.
• Contributing to the achievement of cash collection, DSO and aged debt targets while supporting the wider Order-to-Cash function.

Qualifications

• 3+ years' experience in Accounts Receivable Collections, with a proven track record of successful cash collection in a high-volume, global environment.
• Experience working in a fast-paced, deadline-driven environment, with the ability to prioritise competing demands and adapt to changing business needs.
• Strong written and verbal communication skills, with the ability to build effective relationships and influence both internal and external stakeholders.
• Strong analytical and problem-solving skills, with the ability to investigate issues and identify effective solutions.
• Advanced Excel skills and experience using ERP/accounting systems (NetSuite preferred).
• Strong organisational skills, with the ability to manage multiple priorities, meet deadlines and work independently with minimal supervision.
• A proactive, self-motivated approach with a continuous improvement mindset.

Requirements

• Desirable: Experience managing Business-to-Government (B2G) customers and payment processes.
• Credit risk or credit management experience.
• Experience working in a SaaS or global technology organisation.

Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• Self-Care Days
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

* varies by country