Senior Collections Specialist

Description

Sprout Social is looking to hire a Senior Collections Specialist to the Finance team.

Why join Sprout’s Finance team?

As a member of Sprout’s finance team, you’ll help better position Sprout for future growth while maintaining compliance and integrity at the highest level. No matter your role, everyone on the team has the opportunity to be a part of creating best-in-class processes and practices that can scale with the organization. Our team is unique because we value transparency and direct ownership of responsibilities—meaning, you’ll always have our trust to help contribute to our overall goals and success as a department and organization.

What you’ll do

• Coordinate collection efforts for past due invoices documenting communications, discussions, and resolutions to ensure information is available for the broader finance team.
• Manage customer inquiries and resolve billing issues.
• Complete vendor set up forms and onboarding in customer billing portals.
• Work with customers to bring accounts current, collaborating with Sprout team members throughout the organization.
• Work with Collections Lead and Billing Management to resolve customer questions, concerns, or billing requirements that may prevent timely collection.
• Report on collections activity and customer account updates to provide greater visibility to progress and challenges.
• Responsible for daily cash application.
• Identify, investigate, and resolve any discrepancies within historical cash applications.
• Keep accurate records and reporting on collections and cash applications.
• Liaise with Support and Support teams by investigating and resolving invoice/payment disputes or errors and develop improvements to facilitate seamless and continuous service moving forward.
• Align practices and procedures with Billing team standards and Audit compliance.

What you’ll bring

We are looking for someone who can hit the ground running. Utilizing your background in collections and your comfort with talking to customers, you will bring proven experience to our growing team. We want you to take ownership of elements of the collection process in order to promote open and authentic communication in such a critical area of our best-in-class team. 

The minimum qualifications for this role include:

• 2-4+ years of collection and cash application experience with proven experience utilizing collections tools and strategies.
• 1-3+ years experience in a customer service or operational role, using several different software systems in tandem. 
• Strong oral & written communication skills, plus the ability to summarize complex situations for understanding and alignment.

Preferred qualifications for this role include:

• Experience with Netsuite, Salesforce, Jira, Recurly, Maxio, and similar software.
• High attention to detail and accuracy.
• Excellent problem-solving skills with the ability to identify and seek support to resolve issues quickly and accurately.
• Excellent account reconciliation skills.

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Attend and complete Sprout Social’s two-week new hire training and onboarding program alongside other new Sprout team members. In these sessions, you will gain a broad understanding of our products and how your role directly impacts the product, the overall organization, and our customers.
• Make a plan with your manager to set initial priorities, align on expectations for your role, and learn about Sprout’s collections and billing processes.
• Have a deep understanding of the Finance team’s goals and key objectives and the impact our work has on Sprout’s overall business objectives.
• Get to know your team and begin to build working relationships with co-workers and customers.

Within 3 months, you’ll start hitting your stride by:

• Reaching out to customers that are 60+ days past due.
• Applying payments and reconciling cash on a daily basis.
• Begin learning portal management.
• Understand the invoicing process and participate in generating new, renewal, and amendment invoices to ensure an organized and timely cash collection process. 

Within 6 months, you’ll be making a clear impact through:

• Ensuring successful portal billing for customers.
• Assisting with collections on accounts that need additional attention.
• Foster rapport and communication across Sprout teams and customers.

Within 12 months, you’ll make this role your own by:

• Organizing and maintaining billing portal management processes and procedures.
• Maintaining collections on accounts that do not exceed 60+ days past due and assisting in our overall cash collection goals
• Be a go-to Collections contact for all areas of the organization.
• Continuously improve and maintain the various processes, adapting to changing requirements and ensuring accurate documentation.
• Surprise us! Use your unique ideas and abilities to change Sprout in beneficial ways that we haven’t even considered yet.

Of course, what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program

We’re proud to regularly be recognized for our team, product and culture. Our benefits program includes:

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program 
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity, and inclusion initiatives.
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient, and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter.

The base pay range for this role is $51,000.00 to $71,000.00 USD annually. Individual base pay is based on various factors, including relevant experience and skills, the responsibility of the role, and job duties/requirements. In addition to base pay, some Sales and Success roles can earn sales incentives. 

Sprout’s compensation ranges are intentionally broad to allow for our team members' growth within their role. These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

Base pay is only one element of an employee's total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s equity plan. Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit).  Employees are able to enroll in Sprout’s company’s 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution. Sprout offers “Flexible Paid Time Off” and ten paid holidays. We have outlined the various components to an employee’s full compensation package here to help you to understand our total rewards package.

Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate based on identity- race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Learn more about our commitment to diversity, equity and inclusion in our latest DEI Report.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including requests for accommodation. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster  (2) Sprout Social's Affirmative Action Statement (3) Pay Transparency Statement. 

When you apply for employment with Sprout Social, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references as necessary to consider your job application for open positions. Your personal data will be shared with Greenhouse Software, Inc., and Crosschq, Inc., cloud services providers located in the United States of America and engaged by Sprout Social to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, by clicking “Submit Application” on this site, you consent to the transfer of your personal data to the United States. For more information about our privacy practices please visit our Privacy Policy. California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.

Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law. 

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