Collection Specialist

Work Schedule: Monday-Friday, 9:00 AM-5:00 PM U.S. Eastern Time

Work Arrangement: Remote

Industry: Restaurant / Franchise / QSR Technology & Services

Key Responsibilities

Outbound Collections

• Contact customers by phone, email, and text regarding past-due balances.
• Secure payment or a firm commitment to pay and follow up until the balance is resolved.
• Prioritize daily collection activities based on account balance, aging, and collection tasks.
• Track promises to pay and follow up on the date the payment is due.
• Maintain professional and courteous communication throughout the collections process.

Collections Task Management

• Work through automated collections tasks in NetSuite or other systems on a daily basis.
• Complete first reminders, second reminders, and sales representative escalations as required.
• Keep collection tasks current, accurately documented, and properly closed.
• Ensure accounts are progressed through the appropriate escalation process.

Contact Verification & Account Maintenance

• Verify and update billing and accounts payable contacts, phone numbers, and email addresses.
• Ensure invoices and payment communications reach the appropriate contact.
• Research account information and identify closed locations, ownership changes, duplicate records, or test accounts.
• Coordinate account cleanup and updates with the Accounting team.

Payment Support & Issue Resolution

• Assist customers with online payment processes.
• Resend invoices, statements, and other payment documentation as needed.
• Confirm and document payments received.
• Identify reasons for unpaid balances, including missing purchase orders, disputed charges, incorrect contacts, or unapplied credits.
• Route disputes, credit requests, payment plans, and other issues to the appropriate Accounting or Sales team member.

Documentation & Reporting

• Maintain accurate and detailed records of all customer interactions in NetSuite.
• Document calls, emails, payment commitments, account updates, and follow-up actions.
• Provide weekly reports summarizing accounts worked, payments collected, promises to pay, contact updates, and accounts requiring escalation.
• Perform other administrative and collections-related duties as needed.

Requirements

• 2+ years of experience in collections, accounts receivable, billing, or phone-based B2B customer service.
• Fluent English with excellent verbal communication and a neutral, professional American accent, as the role involves frequent communication with U.S. customers.
• Strong written English skills with the ability to write clear, concise, and professional emails and messages.
• Experience with NetSuite, an ERP, CRM, or similar business system is a plus.
• Ability to quickly learn new software and workflows.
• Restaurant, franchise, or QSR industry experience is a plus but not required.
• Comfortable working Monday-Friday, 9:00 AM-5:00 PM U.S. Eastern Time.
• Reliable computer, professional headset, high-speed internet, and backup internet/power for potential outages.
• Quiet and dedicated home workspace suitable for frequent customer calls.

Skills & Attributes

• Confident and professional communicator who can handle payment conversations with customers.
• Persistent and comfortable asking for payment while maintaining a positive customer relationship.
• Calm and professional when dealing with frustrated or difficult customers.
• Highly organized and detail-oriented with strong follow-through.
• Comfortable handling high-volume, repetitive outbound calls and working from a daily task queue.
• Resourceful and proactive when contact information is outdated or difficult to reach.
• Self-directed, dependable, and capable of working independently in a remote environment.
• Results-oriented with a focus on dollars collected and accounts resolved, not simply activity completed.
• Collaborative and able to communicate effectively with Accounting, Sales, and Customer Operations teams.
• Comfortable using AI tools to improve productivity, including drafting communications, summarizing information, and prioritizing tasks.

Benefits

• Client Relationship: You will be directly working with the client. This means that you will communicate with the client, provide services, and address any client-related matters independently.
• Payments: All payments for your services will be handled by the client. Elevate and Delegate is not involved in processing your payroll. Your salary will directly go to you.
• Vacation Leaves and Holidays: While we may have recommendations or guidelines regarding vacation leaves and holidays, the decision is entirely at the discretion of the client. You are expected to align your schedule with the client’s business needs and any specific policies or preferences they may have in this regard.

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Application Process:

• As part of your application, you’ll be asked to record your responses to the initial interview questions through a Loom video (questions & instructions are in the application page).
• Our team will carefully review your submission, and if shortlisted, we’ll share your responses with the client for their review and next steps.
• Please treat this recording as you would a real interview:
• Come prepared and make sure you’re clearly visible on camera.
• Record your answers in a quiet, well-lit, and clutter-free space with a stable internet connection.
• We’re excited to get to know you better! Show us your personality and strengths. We encourage you to answer authentically and in your own words, without reading from a script or using AI tools.