Empathetic Billing & Collections Specialist

Boys & Girls Clubs of St. Joseph County; South Bend (IN); On-site; USD 45,000 - 60,000; Full time

Job summary

Boys & Girls Clubs of St. Joseph County in South Bend, IN is seeking a Billing & Collections Specialist to support financial sustainability across sites.

You will manage invoicing, collections, and member records with empathy while upholding organizational expectations. This role requires attention to detail, system management, and strong customer service as you partner with families to establish feasible payment plans and maintain data integrity in MyClubHub.

Qualifications

• 2+ years of experience in billing, collections, customer service, or administrative operations.
• Associate’s or Bachelor’s degree in Business, Finance, or related field preferred.
• Bilingual English/Spanish strongly preferred.
• Proficient in Microsoft Office (Excel, Word, Outlook).
• Experience with MyClubHub CRM is a plus.

Responsibilities

• Generate and distribute accurate weekly and monthly invoices for membership dues and before/after-school program fees
• Ensure timely and consistent billing cycles across all Club locations
• Monitor account activity to proactively identify discrepancies or issues
• Manage the full collections process for past-due accounts, including phone calls, emails, and mailed communications
• Maintain consistent follow-up to ensure timely resolution of outstanding balances
• Document all collection activities thoroughly in systems
• Serve as the primary support for incoming calls to the main line; respond promptly and professionally
• Return all voicemails and inquiries in a timely manner
• Provide clear, supportive communication to families regarding billing and account status
• Partner with families to establish realistic and manageable payment plans
• Balance accountability with empathy, maintaining positive relationships while resolving delinquent accounts
• Track adherence to payment plans and follow up as needed
• Maintain accurate, up-to-date member records in MyClubHub, including billing, communications, and collection notes
• Ensure data integrity across all member accounts to support reporting and decision-making
• Provide regular reports to the Member Manager on collections status, outstanding balances, trends, and potential risks
• Identify patterns and recommend process improvements to reduce delinquency
• Provide ongoing support to Club staff in the use of MyClubHub, including registration, attendance, and billing functions
• Assist with staff training and troubleshooting as needed
• Support continuous improvement of systems and processes
• Support the Operations team with administrative and program-related needs as assigned
• Contribute to a culture of accountability, teamwork, and mission alignment

Skills

Billing experience

Collections

Customer service

Data entry / records management

MyClubHub experience

Education

Associate’s or Bachelor’s degree in Business/Finance or related field

Tools

MyClubHub

Microsoft Excel

Microsoft Word

Microsoft Outlook

CRM systems

Job description

Boys & Girls Clubs of St. Joseph County in South Bend, IN is seeking a Billing & Collections Specialist to support financial sustainability across sites.

You will manage invoicing, collections, and member records with empathy while upholding organizational expectations. This role requires attention to detail, system management, and strong customer service as you partner with families to establish feasible payment plans and maintain data integrity in MyClubHub.