[Hiring] Senior Collections Specialist @Follett Software, LLC

Role Description

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.

• Contact customers regarding past due balances.
• Process payments and refunds.
• Reconcile account discrepancies.
• Maintain accurate account records.
• Support billing and invoice submission requirements, including customer portals.
• Balance persistence with a customer-focused approach.
• Manage competing priorities with accuracy and professionalism.

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.
• Demonstrated ability to navigate difficult conversations and manage conflict constructively.
• Strong negotiation, follow-up, and problem-solving skills.
• Strong customer service mindset and sound judgment in handling sensitive account issues.
• Ability to work independently while managing multiple priorities.
• Experience maintaining customer account records, billing requirements, and portal submissions.
• Strong systems proficiency, including experience working in ERP, accounting, billing, or receivables platforms.
• Strong Excel skills, including the ability to organize data and analyze account detail.
• Strong documentation skills and the ability to maintain clear, accurate notes on customer communications.

Requirements

• This role is remote and only open to candidates currently located in the United States.
• 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).
• Prolonged sitting with sustained visual focus on digital screens.
• Frequent use of keyboard and mouse, involving repetitive hand movements.
• Occasionally adjust position or move within the workspace.
• Minimal travel requirements (less than 10%).

Benefits

• Fully remote work, providing flexibility to work from anywhere in the continental U.S.
• Subsidized healthcare plans, including orthodontic coverage.
• Company-paid disability and life insurance, with options for enhanced coverage.
• Robust Paid Time Off, including Flex PTO, paid parental leave, 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 and critical illness insurance.
• Meaningful recognition and tangible rewards for achievements.