About the role
We are seeking a detail-oriented and proactive Part-Time Collections Specialist to help manage and resolve customer past-due balances related to our monthly subscription services. This role focuses on outreach to customers with failed credit card transactions, missing or expired payment information, and other billing-related issues that cause delinquent accounts.
The ideal candidate is professional, persistent, customer-focused, and comfortable handling both outbound communication and internal coordination.
What you'll do
Customer Outreach & Collections
- Monitor and manage a queue of past-due customer accounts
- Contact customers via phone, email, and ticketing systems to address failed payment attempts or missing/expired payment details.
- Clearly communicate outstanding balances, payment instructions, and billing expectations while maintaining a courteous, service-oriented approach.
- Follow up diligently on unresolved cases following an established cadence (e.g., 1-week, 2-week, 30-day intervals).
Billing Resolution
- Guide customers through updating or correcting payment information (credit card updates, bank ACH details, etc.).
- Coordinate with the accounting or support teams when payment issues require internal investigation or adjustments.
- Ensure customers understand their account status and potential service impacts due to non-payment.
Tracking & Reporting
- Maintain accurate notes and status updates on all outreach and collection efforts in CRM or billing systems.
- Identify trends that may indicate systemic billing issues and escalate them appropriately.
- Provide the Controller and Finance team with regular reporting on collections progress, aging summaries, and accounts requiring special handling.
Process Improvement
- Recommend enhancements to communication templates, escalation workflows, and collections scripts.
- Assist in refining proactive measures to reduce future delinquencies.
- Describe the experience and attributes of the ideal candidate
Required Qualifications
- 1–3 years of experience in collections, accounts receivable, customer billing, or a related finance/customer service role.
- Strong written and verbal communication skills; ability to communicate professionally under sensitive circumstances.
- Comfortable working with billing systems, CRM platforms, and spreadsheets.
- Highly organized and capable of managing a dynamic queue of follow-ups and deadlines.
- Ability to maintain professionalism and empathy, even in challenging customer interactions.
Preferred Qualifications
- Experience working in a SaaS or subscription-based business.
- Familiarity with automated billing systems, payment gateways, and recurring billing processes.
- Experience handling ACH and credit card payment troubleshooting with customers.
Work Schedule & Structure
- Part-time role: approximately 10–20 hours per week, with flexibility based on collections volume.
- May be remote or onsite depending on company policy.
- Reports directly to the Controller.