Collections Specialist I - MEX

Colonial Group; Monterrey; Hybrid; MXN 180,000 - 260,000; Full time

Job summary

Colonial Group in Monterrey, Mexico seeks a Collections Specialist I to serve as the first contact for billing issues and past due balances. You will work to arrange timely repayment plans and ensure inquiries are handled correctly to minimize revenue loss.

You will monitor past due accounts, convert payment methods to autopay, coordinate with Sales and Billing, and escalate complex issues as needed while maintaining accurate notes.

Qualifications

• Customer service experience required.
• Excellent English communication, written and verbal.
• Strong critical thinking and analytical skills.
• Organized and efficient with time management.
• Persuasive and resourceful in problem solving.
• Familiarity with autopay and payments processes.
• Basic industry knowledge and awareness of red flags.
• Experience with multi-currency environments is a plus.

Responsibilities

• Handle collections for outstanding balances and delinquent accounts.
• Respond to calls and emails in multiple systems.
• Maintain detailed notes for follow up on resolutions.
• Meet KPI standards per company procedures.
• Coordinate with other departments on invoicing questions.
• Escalate complex issues to higher tiers for review.
• Convert payments to electronic/autopay where possible.
• Communicate payment issues with the sales team.
• Address misapplied or unpaid payments for past due accounts.
• Arrange payment plans to avoid third-party collections.
• Monitor and reactivate suspended accounts as needed.
• Collaborate with Collections and Billing teams and corporate locations.

Skills

Customer service

English communication

Critical thinking

Efficient

Organization

Persuasion

Resourceful

Time management

Analytical

Industry knowledge

Red flags awareness

ACH autopay

Education

Bachelor's degree in finance, accounting or equivalent preferred

Job description

PURPOSE

The Collections Specialist I serves as the first point of contact for customer billing issues and past due balances. They work to ensure timely repayment plans are made and collection efforts are handled correctly to minimize revenue loss. They will focus on monitoring and resolving past due balances, to ensure new customers are set up correctly for billing purposes, and research billing and payment inquiries as needed.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Performs collection duties associated with outstanding balances and delinquent accounts.
• Responds to incoming calls and e-mails in multiple systems.
• Keeps detailed notes on customer accounts to ensure continued follow up for account resolution.
• Meets KPI Standards as per the company procedures.
• Responsible for coordinating either direct or through collaboration with other departments, responses to questions and complaints regarding invoicing.
• Escalates advanced customer issues or higher balance account concerns to second and third tier for additional review.
• Maintains high level knowledge of other Ops departments and/or systems.
• Converts customers payment methods to electronic/autopay.
• Communicate payment issues with the sales team.
• Remedies returned, declined and fraudulent payments that occur with past due accounts.
• Research misapplied/unpaid payments when applicable to past due accounts.
• Arrange payment plans for customers that would otherwise be sent to an outside collection's agency.
• Suspends accounts as needed and monitors suspended accounts for payment in the case of reactivation.
• Work closely with Collections and Billing teams as well as Corporate locations in the resolution of day-to-day and payment issues.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Customer service.
• Communication in English language, both written and verbal
• Critical thinking.
• Efficient.
• Organization.
• Persuasion.
• Resourceful.
• Time management.
• Analytical.
• Basic knowledge of industry.
• Basic knowledge of red flags.
• ACH autopay.

QUALIFICATIONS:

• Bachelor's degree in finance, accounting or equivalent preferred.
• Minimum of 1 year experience in Collections, Finance or Customer Service.
• Multicurrency experience a plus.

PHYSICAL DEMANDS & WORK ENVIRONMENT

Work Environment: Job is typically performed in a general office environment.

Physical Requirements

NP Not Present

O Occasional (Up to 25% of time)

F Frequent (26%-74% of time)

C Constant (75% or more of time)