Senior Collections Specialist - Remote

Follett School Solutions; United States; On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Fully remote work in continental U.S.

Subsidized healthcare plans

Company-paid disability and life保险

Paid time off and holidays

Retirement savings with employer match

Flexible Spending Accounts

Supplemental coverages

Recognition programs

Job summary

Follett Software is seeking a Senior Collections Specialist to manage customer collections activity, reconcile accounts, and support billing across multiple entities and currencies. The role emphasizes professional customer interactions, accurate record-keeping, and cross-functional collaboration from a remote US-based home office.

Responsibilities include contacting customers for past-due balances, processing payments/refunds, and resolving discrepancies while coordinating with internal teams

Qualifications

• High school diploma or equivalent required.
• 5–8+ years of collections, accounts receivable, or related accounting experience required.
• Experience managing customer collections activity, payment processing, refunds, and account reconciliation.
• Experience working with customers, accounts, or transactions across multiple currencies and/or legal entities strongly preferred.
• Strong written and verbal communication skills, with the ability to build credibility, maintain professionalism, and represent the company well in customer-facing interactions.
• Demonstrated ability to navigate difficult conversations, manage conflict constructively, and balance firmness on collections with a positive customer experience.
• Strong negotiation, follow-up, and problem-solving skills, with the ability to influence payment outcomes and drive resolution.
• Strong customer service mindset and sound judgment in handling sensitive account issues, escalations, and competing priorities.

Responsibilities

• Contact customers regarding outstanding balances and drive timely payment resolution.
• Maintain accurate and up-to-date records of collection efforts, customer commitments, disputes, and follow-up actions.
• Balance strong collection practices with a professional, solutions-oriented customer experience.
• Escalate risk accounts, recurring payment issues, or unresolved disputes as appropriate.
• Process customer payments and refunds accurately and in a timely manner.
• Reconcile account discrepancies when Follett records do not match customer records.
• Partner with internal stakeholders to research and resolve unapplied cash, short payments, disputed balances, credits, and other account issues.
• Process write-offs or account adjustments as approved and needed.
• Maintain customer account records to ensure contacts, terms, billing requirements, and related data are current and accurate.
• Upload invoices and supporting documentation to customer portals as required.
• Support accounts across multiple legal entities and currencies, ensuring accurate handling of account activity and customer communications.
• Help ensure account documentation and internal records are complete, organized, and audit-ready.
• Partner with Accounts Receivable, billing, customer-facing teams, and other internal stakeholders to resolve issues that impact collections.
• Communicate clearly and professionally in both verbal and written formats with internal and external customers.
• Identify trends, recurring issues, or process gaps and raise recommendations for improvement.
• Other responsibilities as assigned.

Skills

Collections experience

Accounts receivable

Customer communications

Multicurrency experience

ERP systems

Excel

Education

High school diploma or equivalent

Tools

Billing software

ERP systems

Customer portals

Job description

Follett Software is seeking a Senior Collections Specialist to manage customer collections activity, reconcile accounts, and support billing across multiple entities and currencies. The role emphasizes professional customer interactions, accurate record-keeping, and cross-functional collaboration from a remote US-based home office.

Responsibilities include contacting customers for past-due balances, processing payments/refunds, and resolving discrepancies while coordinating with internal teams