Collections Specialist

About the Role: 

As a Collections Specialist, you will serve as the main point of contact for all collections-related inquiries. You will use your understanding of our invoices to clarify details and questions from customers as it relates to subscription fees and one-time charges. You will follow up with customers to inquire about unpaid invoices and resolve any issues impeding payment via phone calls, emails, and case management. You will also help with account reconciliations and other ad-hoc projects as needed. Ultimately responsible for cash received by Motive.

What You’ll Do: 

• Effectively communicate with customers regarding their account status and promptly follow up.
• Provide proactive and reactive support to customers dealing with billing inquiries, payment declines, and failures.
• Utilize Salesforce and Zuora to address and resolve payment issues.
• Investigate historical data related to invoices, payments, refunds, chargebacks, credits, and write-offs to assist with customer account reconciliations.
• Address invoice discrepancies and collaborate with internal teams to resolve disputes and expedite payments.
• Manage a portfolio of accounts, monitoring aging accounts and resolving ongoing issues and disputes.
• Create proforma invoices and customize invoices as needed to facilitate timely payments.
• Schedule and participate in meetings with internal stakeholders and customers to resolve payment delays and other issues.
• Collaborate on projects and audits to improve accuracy and processes related to customer accounts.
• Assist with external audits and provide necessary information and feedback.
• Analyze account documents and data for accuracy, acquiring missing information as required.
• Follow established standard operating procedures (SOPs) and review collections processes, suggesting improvements where possible.
• Ensure timely completion of month-end closing procedures.
• Serve as the primary contact for collections-related support cases.
• Provide accurate and timely reporting and forecasting related to accounts.
• Collaborate closely with other teams to maintain data quality and consistency.
• Proficiently use spreadsheets, internet applications, and ERP systems.
• Enter data into various electronic systems while ensuring data integrity and accuracy.
• Coordinate with Sales, Customer Success, and Fulfillment teams to resolve issues promptly.

What We’re Looking For: 

• 1-2 years of experience in a customer-facing role related to collections (Experience in SaaS collections and Quote-to-Cash is advantageous).
• Proven ability to work independently and adapt in a fast-paced, dynamic environment.
• Capable of working effectively with minimal supervision.
• Takes ownership of tasks and responsibilities with a strong sense of accountability.
• Detail-oriented with a natural inclination towards responsibility.
• Quick learner with the ability to grasp new concepts swiftly.
• Strong communication skills, both written and verbal.
• High level of attention to detail.
• Comfortable working under pressure and meeting strict deadlines; adaptable.
• Able to thrive in ambiguous situations, solve problems, and think independently.
• Proficient in Excel and Google Sheets.
• Demonstrates empathy towards customers.
• Open to feedback, eager to learn, and committed to continuous improvement.
• Capable of identifying larger issues and proposing improvements.
• Resilient in handling workplace pressures, whether remote or office-based.
• Familiarity with Zuora/Salesforce is a plus.
• Bachelor's degree (BA/BS); specialization in accounting or finance is a Plus.