
Lead Collections Specialist
23 hours ago
Job Description:
We are seeking a highly skilled and experienced Lead Collections Specialist to join our team. As a key member of our finance department, you will be responsible for managing our end-to-end collections efforts for service and installation invoices.
Your primary objective will be to collect outstanding invoices while providing excellent customer service and spotting opportunities for upselling.
You will operate independently, build and execute the collections strategy, and present performance insights and next steps directly to senior management.
- Key Responsibilities:
- Call Execution: Make outbound calls to customers via phone, negotiate payments, payment plans, and settlements; secure same-day collections when possible.
- Collections Strategy & Ownership: Own the A/R aging pipeline (30/60/90+), prioritize accounts, and drive a disciplined dunning cadence (calls/SMS/email/letters).
- Cross-Functional Coordination: Partner with Dispatch/Service, Install, and Accounting teams to resolve ticket discrepancies, missing work orders, and billing errors.
- Reporting & Compliance: Produce concise daily/weekly dashboards and month-end senior management summaries (cash collected vs target, PTP conversion, aging movement, root causes).
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
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