As a Collections Specialist, you will oversee accounts receivable for a U.S.-based HVAC organization, ensuring timely resolution of outstanding balances. Working remotely, you'll conduct a high volume of outbound calls—up to 50 per day—during night shifts aligned with New York business hours, using RingCentral, a fully recorded VoIP platform.
Key Responsibilities
- Place regular outbound calls to customers with overdue accounts, addressing balances with clarity and professionalism.
- Review customer records in real time during calls to provide accurate, up-to-date information.
- Document all interactions thoroughly, including payment arrangements and collection outcomes.
- Navigate difficult conversations with empathy and composure, maintaining compliance and customer dignity.
- Spot opportunities to expand services during customer interactions, when appropriate and relevant.
- Coordinate with finance, operations, and sales teams to resolve disputes or clarify account details.
- Recommend enhancements to collection processes and customer communication strategies based on field insights.
Qualifications
- At least four years of experience in collections, accounts receivable, or a BPO setting serving U.S. clients.
- Proven ability to manage high call volumes and challenging customer interactions with confidence.
- Strong command of spoken and written English, with clear articulation and active listening skills.
- Comfort using multiple systems simultaneously during live calls.
- Familiarity with RingCentral or similar VoIP tools is an advantage.
- Willingness to work night shifts corresponding to Eastern Time business hours.
- Immediate availability is required.
Preferred Background
- Experience in HVAC, construction, or service industries.
- Exposure to upselling or account growth during customer outreach.
- Basic understanding of U.S. collections regulations and compliance standards.
