[Hiring] Senior Collections Specialist @Follett Software

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 accurately and in a timely manner.
• Reconcile account discrepancies when Follett records do not match customer records.
• 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.
• Partner with internal stakeholders to research and resolve unapplied cash, short payments, disputed balances, credits, and other account issues.
• 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.
• 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.
• 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 with accuracy, organization, and attention to detail.
• 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 and able to work without sponsorship.
• 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 and fine motor skills.
• Occasionally adjust position or move within the workspace to reach, retrieve, or access items.
• 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, 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.
• Meaningful recognition and tangible rewards that celebrate achievements.