Collections Specialist

Cloud5 Communications; United States; On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Flexible PTO

Parental leave

Job summary

Cloud5 Communications is seeking a Collections Specialist to manage overdue accounts, protect customer relationships, and recover balances efficiently.

You will review aging reports, contact customers, document resolutions, and ensure compliance with FDCPA, FCRA and internal guidelines. The role requires CRM experience, strong communication, and the ability to handle high‑volume portfolios while meeting deadlines.

Qualifications

• Clear, confident verbal and written communication with a customer‑first mindset.
• Ability to interpret account data, identify trends, and make informed decisions.
• Experience with CRM systems, collections platforms, and Microsoft Office.
• Understanding of FDCPA, FCRA, and relevant state regulations.

Responsibilities

• Review aging reports daily and prioritize outreach by risk and balance.
• Contact customers by phone, email, and written notices to resolve past‑due balances.
• Develop and document payment arrangements that align with policy.
• Investigate billing discrepancies and coordinate with internal teams for resolution.
• Follow FDCPA, FCRA, and company guidelines to stay compliant.
• Maintain detailed CRM notes to support audits and visibility.
• Identify accounts needing legal review, repossession, or third‑party involvement.
• Track KPIs like DSO, recovery rate, and call resolution; report weekly.

Skills

Clear communication

Data interpretation

High-volume portfolio management

Regulatory knowledge (FDCPA/FCRA)

Tools

CRM systems

Collections platforms

Microsoft Office

Job description

Cloud5 Communications delivers exceptional customer experiences through managed IT services (MSP), innovative high-speed internet and network managed services, cloud-based telephony solutions, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world’s leading brands deliver outstanding guest experiences.

Position Summary

The Collections Specialist is responsible for managing overdue accounts, maintaining positive customer relationships, and ensuring timely recovery of outstanding balances. This role blends customer communication, investigative problem‑solving, and data‑driven decision‑making to reduce delinquency while protecting the customer experience.

What You’ll Do (Essential Responsibilities)

• Review aging reports daily, identify delinquent accounts, and prioritize outreach based on risk level and balance size.
• Contact customers via phone, email, and written notices to resolve past‑due balances with professionalism and empathy.
• Develop and document payment arrangements that align with company policy while supporting customer ability to pay.
• Investigate billing discrepancies, collaborate with internal teams, and ensure timely resolution.
• Follow all federal, state, and internal regulations, including FDCPA, FCRA, and company‑specific guidelines.
• Maintain detailed, accurate notes in the CRM to support audit readiness and team visibility.
• Identify accounts requiring legal review, repossession, or third‑party collections involvement.
• Track KPIs such as DSO, recovery rate, and call resolution metrics; provide weekly updates to leadership.

What You’ll Bring (Required Qualifications)

• Clear, confident verbal and written communication with a customer‑first mindset.
• Ability to interpret account data, identify trends, and make informed decisions.
• Experience with CRM systems, collections platforms, and Microsoft Office.
• Understanding of FDCPA, FCRA, and relevant state regulations.
• Ability to manage a high‑volume portfolio while meeting deadlines.

What You’ll Bring (Preferred Qualifications)

• Prior work in financial services, healthcare, utilities, or B2B collections.
• Familiarity with predictive dialers, skip‑tracing tools, or credit bureau systems.
• Benefits include medical, dental, vision, 401(k), flexible PTO, parental leave, and more

Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.