Sr. Specialist - Collections

POSITION SCOPE:

The Senior Collections Specialist independently manages a portfolio of complex or high-value customer accounts and is accountable for timely collection follow-up, accurate account documentation, and effective resolution of payment issues. This role analyzes collection priorities, works directly with customers to address past-due balances, and partners with Sales, Customer Service, Billing, Cash Applications, and Accounting to resolve disputes, obtain remittance information, and prevent recurring payment delays. The Senior Collections Specialist also serves as a knowledgeable resource on collection processes and may assist with training or workflow guidance as needs evolve. The ideal candidate demonstrates strong judgment, organization, analytical ability, initiative, and a customer-focused approach.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Independently manage an assigned portfolio of complex or high-value customer accounts, prioritizing collection activity and maintaining consistent, professional customer follow-up.
• Implement established collection procedures, contact standards, escalation paths, and documentation requirements, and recommend practical improvements when needed.
• Review accounts receivable aging and collection activity to prioritize risk, identify trends, and ensure timely follow-up on past-due balances.
• Monitor portfolio indicators such as past-due balances, collection activity, promise-to-pay performance, and dispute resolution time; communicate significant results and concerns to management.
• Assist with escalated customer accounts, coordinate payment arrangements within established guidelines, and elevate credit holds or other corrective actions to management for approval when required.
• Manage multiple customer accounts and priorities concurrently, including obtaining and providing complete remittance details to cash application personnel, researching payment discrepancies, and coordinating the timely resolution of disputes.
• Partner with Billing, Cash Applications, Sales, Customer Service, and operational teams to research and resolve short payments, unapplied cash, deductions, chargebacks, billing errors, and account disputes.
• Maintain accurate collection notes, customer commitments, supporting documentation, and account status updates within applicable systems.
• Prepare routine aging summaries, collection activity reports, and account updates, highlighting significant balances, risks, and issues requiring management attention.
• Support month-end close and account reconciliation activities by ensuring collection-related adjustments, write-off recommendations, and account issues are communicated promptly.
• Monitor customer payment patterns and potential credit risk, document concerns, and escalate recommended account actions to management.
• Ensure collection practices comply with company policies, contractual requirements, internal controls, and applicable laws and regulations.
• Support process improvements by identifying recurring issues, reinforcing standardized workflows, and recommending practical solutions to management.

PREREQUISITE KNOWLEDGE, SKILLS AND EDUCATION:

• Three or more years of progressive accounts receivable or commercial collections experience, including demonstrated ability to independently manage multiple customer accounts and priorities.
• Demonstrated success managing complex or high-value customer accounts and resolving payment disputes.
• Strong knowledge of accounts receivable processes, credit and collections practices, account reconciliation, cash application, and financial controls.
• Proficiency with Microsoft Excel and experience using enterprise resource planning, accounting, or collections management systems.
• Strong analytical, organizational, negotiation, and problem-solving skills, with close attention to detail and follow-through.
• Clear, professional written and verbal communication skills and the ability to work effectively with customers and internal stakeholders at all levels.
• Ability to balance collection urgency, customer relationships, operational considerations, and financial risk.

PHYSICAL AND MENTAL REQUIREMENTS:

• Accountability and sound judgment
• Independent account ownership, prioritization, and peer support
• Data-driven decision-making
• Customer-focused problem resolution
• Cross-functional collaboration
• Process discipline and continuous improvement
• Integrity, discretion, and professionalism

We are a company that strives to bring our people together for open collaboration, development and growth, regular celebrations while supporting and building stronger communities in which we serve.

ENVIRONMENT

Most work is conducted in a comfortable office environment but exposure to site conditions may also occur. Personal protective equipment must be worn in all areas as required.  Although the work usually is not considered inherently dangerous, must be careful while performing onsite services.

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required.  XGS reserves the right to revise or change duties as the need arises.  This job description does not constitute a written or implied contract of employment.