Collections Specialist

About the Role

The day-to-day responsibilities of this role are varied and challenging, involving direct communication with customers to resolve billing disputes, collaborating with internal teams to address complex issues, and maintaining accurate records of all collection activities. The successful candidate will be able to work effectively in a fast-paced environment, prioritizing tasks to meet deadlines and ensure that all collection efforts are compliant with internal standards and audit requirements.

Sproutsocial values transparency and direct ownership of responsibilities, offering an environment where every team member has the opportunity to contribute to the company's success. This role, like all positions within the company, is built on a foundation of trust, empowerment, and open communication, making it an attractive opportunity for professionals looking to make a meaningful impact.

What You Will Do

• Coordinate collection efforts for past due invoices, including outreach, follow-ups, and detailed documentation of all communications and resolutions.
• Partner with customers and internal teams to resolve billing issues, disputes, and questions, ensuring timely payment and account resolution.
• Escalate complex collection or billing issues to Collections Management as needed, ensuring that all issues are addressed promptly and efficiently.
• Complete vendor setup forms and manage onboarding in customer billing portals, streamlining the billing process.
• Support daily cash application and investigate, resolve, or escalate discrepancies, maintaining the accuracy of financial records.
• Maintain accurate records and reporting on collections activity, account status, and cash applications, providing insights that inform financial decisions.
• Provide regular updates on collections performance, risks, and account health, contributing to the company's financial planning and strategy.
• Follow established Collections team processes and ensure compliance with audit and internal standards, upholding the company's commitment to financial integrity.

What We Are Looking For

• 2+ years of collection and cash application experience, with proven success in utilizing collections tools and strategies to drive timely payments.
• 2+ years of experience in a customer service or operational role, with a track record of using several different software systems in tandem to manage complex workflows.
• Strong oral and written communication skills, with the ability to summarize complex situations for understanding and alignment.
• Experience with Salesforce, a critical tool for managing customer interactions and tracking collection efforts.
• Solid account reconciliation skills, ensuring the accuracy and integrity of financial records.
• Ability to work independently in a remote setting, with strong self-motivation and discipline.
• Strong problem-solving skills, with the ability to identify issues and escalate or seek support to resolve them efficiently.

Nice to Have

• Experience with Netsuite, Jira, Recurly, and similar software or specialized collections software (HighRadius, Tesorio), which could enhance the candidate's ability to manage complex financial systems.
• High attention to detail and accuracy, with a meticulous approach to record-keeping and financial management.
• Strong analytical skills, with the ability to analyze data and trends to inform collection strategies and improve outcomes.

Benefits and Perks

• Competitive salary, reflecting the importance of this role to the company's financial health.
• Opportunity to work with a leading social media management company, contributing to innovative products and services.
• Remote work environment, offering flexibility and work-life balance.
• Access to professional development opportunities, supporting ongoing learning and career growth.
• Comprehensive health benefits, ensuring the well-being of employees and their families.
• Generous PTO policy, allowing for rest and relaxation.
• Remote stipend, supporting the needs of remote workers.

• Ensure you have a strong understanding of collections principles and strategies, and be prepared to discuss your experience with Salesforce and other collections tools.
• Highlight your customer service skills, as the ability to communicate effectively with customers is crucial in this role.
• Prepare examples of how you've handled complex billing issues or disputes in the past, demonstrating your problem-solving skills.
• Familiarize yourself with Sproutsocial's products and mission, showing your interest in the company and its values.
• Consider creating a portfolio or examples of your work in collections, especially if you're transitioning from a related field.
• Be ready to discuss your experience working in a remote setting and how you stay motivated and disciplined.
• Research the company culture and be prepared to ask informed questions during the interview, demonstrating your engagement and enthusiasm for the role.