Collections And Resolution Specialist

Aston Carter - Baltimore, MD

Full-time

Baltimore, MD

Administrative and Support Services

About the position

The Collections and Resolution Specialist is responsible for actively engaging in the collection of open accounts receivable (AR) balances by contacting customers and supporting branch personnel. This role involves updating the AR collection system, responding to customer inquiries, reconciling accounts, and maintaining accurate documentation of customer interactions and payment arrangements. The specialist will work collaboratively with team members to achieve collection objectives and ensure customer satisfaction.

Responsibilities

• Actively collect open AR balances by contacting customers and supporting branch personnel.
• Update the Get Paid AR collection system with customer contact information, notes on open AR accounts, payment promises, customer disputes, escalations, repossession reviews, referrals to Legal, and write-offs.
• Respond to customer inquiries and provide assistance or direct the issue to the appropriate person for resolution.
• Reconcile accounts and perform additional administrative tasks as assigned.
• Place and receive calls from past due commercial account holders to discuss payment arrangements.
• Establish acceptable payment arrangements and build positive relationships with customers.
• Counsel customers to assist in finding funds to bring accounts current.
• Generate and respond to written correspondence in a professional and compliant manner.
• Maintain accurate documentation of conversations and arrangements with customers.
• Manage to collection objectives with professionalism and persuasiveness.
• Make recommendations for next steps when accounts become un-performing or unresponsive.
• Complete skip tracing when contact with customers ceases.
• Work effectively with salespeople, branch personnel, and other team members to resolve accounts.
• Work unapplied cash in search of payments.

Requirements

• Experience in AR, Collections, and Accounts Receivable.
• Proficiency with MS Office (Excel, Word, and Outlook).
• 2+ years of high volume collections, research, resolution, and de-escalation experience.

Nice-to-haves

• College coursework in Accounting, Finance, or Business Information Systems preferred.
• Salesforce experience preferred.
• Experience in construction or manufacturing preferred.