Lead Collector

SSD Alarm; Anaheim (CA); On-site; USD 42,000 - 68,000; Full time

Benefits offered by this job

401K

Medical insurance

Dental insurance

Vision insurance

Life insurance

Paid holidays

Paid vacations

Job summary

SSD Alarm in Anaheim, CA is seeking an experienced Lead Collector to manage past-due accounts and improve payment recovery while upholding company policies in a regulated security environment.

The role requires strong organization, 3+ years in collections or customer service, and proficiency with CRM systems. A High School diploma is required and candidates must pass background checks and drug screening as part of employment.

Qualifications

• Minimum three years of customer service or collections experience in a regulated or alarm/security industry.
• Ability to exercise discretion and independent judgment.
• Proven ability to de-escalate complaints and manage difficult client interactions.

Responsibilities

• Lead collection efforts on past-due and complex accounts to secure payment and reduce delinquency.
• Proactively contact inactive, canceled, or non-active accounts to recover balances and minimize bad debt exposure.
• Process credit card and other electronic payments accurately and in accordance with company policy.
• Document credit decisions for accounts on credit hold, including approvals and denials.
• Resolve invoice disputes, billing discrepancies, unapplied cash, and short payments through detailed account research.
• Reconcile customer payments against outstanding balances and credits to ensure account accuracy.
• Address declined transactions, NSF items, and returned ACH payments promptly to prevent delinquency.
• Monitor and respond to collection-related emails, credit holds, and payment inquiries in a timely manner.
• Submit credit memo requests and supporting documentation to facilitate resolution and proper posting.
• Assist customers with Auto Pay enrollment and emailed invoice setup to improve payment consistency.
• Maintain detailed, accurate documentation of all collection activity in the CRM system.

Skills

Customer service

Collections

Communication

Organization

Time management

Education

High School Diploma

Tools

CRM platforms

10-key typing

Office tools

Job description

With over 50 years in the industry, SSD Alarm has grown to become one of the largest and most respected providers of integrated security and fire solutions in the U.S. We own and operate our own UL Central Station and have built a strong reputation in the industry for technical expertise and service. Our company continues to grow by focusing on customer service excellence and leading in technology. We seek top talent in the Security Industry. We are seeking experienced Burglar and Fire Alarm Technicians to join our team in Northern Texas. The ideal candidates are interested in career growth, detailed and have a passion for the security systems industry. SSD invests in employees’ personal and professional growth by providing on-going training opportunities to stay ahead of the competition. We value hard work and dedication and believe in fostering growth through internal development and promotion where applicable.The Lead Collector is expected to:Be highly organized, productive, and capable of multitasking while maintaining an efficient work environmentDemonstrate punctuality, integrity, and accountabilityExhibit strong critical thinking and problem-solving skillsCommunicate clearly and professionally, both verbally and in writing, across all levels of the organization and with clientsDemonstrate flexibility, adaptability, and a willingness to accept constructive feedbackPossess interpersonal skills, professionalism, and a positive, client-focused attitudeLead by example and foster a collaborative, respectful workplace cultureCore Responsibilities:Lead collection efforts on past-due and complex accounts to secure payment and reduce delinquencyProactively contact and pursue payment on inactive, canceled, or non-active accounts to recover outstanding balances and minimize bad debt exposureProcess credit card and other electronic payments accurately and in accordance with company policyCommunicate and document credit decisions for accounts on credit hold, including approvals and denialsResolve invoice disputes, billing discrepancies, unapplied cash, and short payments through detailed account researchReconcile customer payments against outstanding balances and credits to ensure account accuracyAddress declined transactions, NSF items, and returned ACH payments promptly to prevent further delinquencyMonitor and respond to collection-related emails, credit holds, and payment inquiries in a timely mannerSubmit credit memo requests and supporting documentation to facilitate account resolution and proper postingAssist customers with Auto Pay enrollment and emailed invoice setup to improve payment consistencyMaintain detailed, accurate documentation of all collection activity and payment arrangements in the CRM systemServe as a resource for best practices, process questions, and complex account scenariosEnsure strict adherence to company policies, internal controls, and all applicable collection laws and regulationsMeet or exceed daily and monthly collection, accuracy, and timeliness targetsPerform other job-related duties and responsibilities as assigned by management to support departmental and organizational needsCompliance & AccuracyMaintain strict adherence to internal controls and segregation of dutiesMaintain accurate documentation and audit trailsFollow established accounting procedures and company policiesProtect sensitive financial information and maintain confidentialityMeasures of SuccessConsistently meeting or exceeding established KPIsAdherence to internal controls and audit standardHigh School Diploma; relevant certifications or diplomas desiredMinimum three years of customer service or collections, preferably in a regulated or alarm/security industryAbility to exercise discretion and independent judgment in performing roleProven ability to de-escalate complaints and manage difficult or sensitive client interactionsStrong organizational, documentation, and time-management skillsAbility to perform effectively in a metrics-driven environment and manage performance against established KPIsProficiency with CRM platforms and queues, and standard office toolsTyping and 10-key proficiency; proficient in Math and EnglishValid Driver’s License with an acceptable driving record; ability to pass criminal background check, drug screening, and any required bonding/government clearanceBenefitsWe recognize people as our most valuable asset. Our competitive salary and benefits package includes 401K, medical, dental & vision insurance, life insurance, paid company holidays, and paid vacations.SSD Alarm is an Equal Opportunity Employer. Employment contingent upon successful completion of post-offer background screening and drug testing.