AR Collections and Disputes

Job Overview

The Collections and Dispute Specialist is responsible for managing the collections process for overdue accounts as well as handling customer disputes related to billing discrepancies or payment issues. This role ensures the timely recovery of outstanding debts while maintaining positive customer relationships and adhering to company policies and legal regulations.

Key Responsibilities

Collections Management:

Monitor and manage aging accounts receivable to ensure timely payment and minimize delinquency.

Contact customers via email and written correspondence to follow up on overdue accounts.

Assist the US Finance team in developing payment plans with customers when necessary.

Document all customer interactions and payments in the companys collections system.

Report on account status and escalate accounts to management and designated customer contact as needed.

Work closely with the finance team to ensure accurate account records and reports.

Dispute Resolution:

Investigate and resolve customer billing disputes discrepancies and complaints.

Coordinate with other departments (sales service and support etc. to gather information and resolve issues quickly.

Ensure accurate and timely adjustments or credits are applied to customer accounts when applicable.

Maintain a thorough understanding of company products pricing and contract terms to effectively address disputes.

Customer Relationship Management:

Maintain professionalism and a positive working relationship with customers even during difficult or contentious situations.

Provide excellent customer service by addressing inquiries and concerns related to payments and disputes.

Ensure customer issues are resolved to their satisfaction while maintaining the companys financial interests.

Reporting and Documentation:

Generate regular reports on overdue accounts dispute status and collections performance metrics.

Prepare detailed documentation for disputed accounts to assist with internal review and potential legal action.

Update and maintain accurate records of all communications payment arrangements and dispute resolutions.

Compliance and Risk Management:

Ensure compliance with relevant laws and regulations governing debt collections such as the Fair Debt Collection Practices Act (FDCPA).

Adhere to internal company policies and industry standards regarding collections practices.

Identify and report any potential risks or red flags related to accounts receivable.

Qualifications & Skills

• Education:
  

• High school diploma or equivalent (required).
  

• Associates or Bachelors degree in Finance Accounting Business or related field (preferred).
  

• Experience:
  

• 24 years of experience in collections accounts receivable or customer service.
  

• Prior experience in resolving disputes or handling customer issues is highly desirable.
  

• Skills:
  

• Strong communication skills (both verbal and written).
  

• Excellent negotiation and problemsolving abilities.
  

• Detailoriented with strong organizational skills.
  

• Proficient in Microsoft Office Suite (Excel Word Outlook).
  

• Experience with accounting or collections software (NetSuite Oracle QuickBooks Strike SAP) is a plus.
  

• Abilities:
  

• Ability to work independently and as part of a team.
  

• Ability to handle difficult or sensitive situations with professionalism and tact.
  

• Strong time management skills and ability to prioritize tasks effectively.
  

• Ability to manage high volumes of accounts and meet deadlines.
  

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