Lead Collections Specialist

11 hours ago

San Fernando, Central Luzon, Philippines beBeeCollections Full time $90,000 - $120,000
Collections Specialist Role Overview

This is a key position where the primary objective is to collect outstanding invoices while providing excellent customer service and identifying opportunities for growth.

You will operate independently, develop and implement the collections strategy, and present performance metrics and insights directly to senior management.

Key Responsibilities:
  • Make 50+ outbound calls/day via our communication platform; maintain high right-party contact and promise-to-pay conversion rates.
  • Negotiate payments, payment plans, and settlements; secure same-day collections when possible.
  • Handle objections and resolve disputes (short-pays, missing POs, warranty/return questions, service quality issues).
  • Own the accounts receivable aging pipeline (30/60/90+), prioritize accounts, and drive a disciplined dunning cadence (calls/SMS/email/letters).
  • Escalate appropriately (credit holds, lien/notice options where applicable, small-claims recommendations).
  • Develop weekly/monthly plans to hit cash targets and reduce days sales outstanding; present strategy and results to senior management.
  • Provide friendly, solutions-oriented service; identify and close or hand off simple upsells (maintenance agreements, filter replacements, service plans) without distracting from collection goals.
  • Collaborate with Dispatch/Service, Install, and Accounting teams to resolve ticket discrepancies, missing work orders, and billing errors.
  • Document every interaction with precise call dispositions, notes, and next actions.
  • Produce concise daily/weekly dashboards and a month-end summary (cash collected vs target, PT P conversion, aging movement, root causes).
  • Ensure compliance with applicable laws and company policies (e.g., consent/TCPA considerations, state collection rules for any consumer accounts).
Success Metrics (KPIs)
  • Monthly Cash Collections vs Target (hit or exceed target consistently).
  • 50+ calls/day with strong talk time and RPC rate.
  • PTP conversion and PTP kept rates.
  • Aging reduction (60+/90+ buckets) & DSO improvement.
  • Dispute cycle time (opened → resolved).
  • Call quality and documentation completeness.
Requirements
  • Voice & Communication: Clear, neutral American accent; confident phone presence; empathetic yet firm negotiation style.
  • Collections Expertise: Fluent in collections terminology and levers (A/R aging, DSO, RPC/PTP, dunning cadence, payment plans, short-pay, credit memos, chargebacks/disputes, settlements, escalations, lien/notice options where applicable).
  • HVAC/Field Service Context (nice to have): Familiar with service tickets, work orders, POs, install vs service billing, warranty/recall workflows.
  • Objection Handling: Proven track record turning challenges into opportunities.

 

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