Summary:
The Billing & Collections Specialist plays a critical role in supporting the financial sustainability of Boys & Girls Clubs of the Northern Indiana Corridor (BGCNIC) as we expand our fee-based programming. This position is responsible for managing billing processes, maintaining accurate member records, and leading compassionate, consistent collections efforts with families.
This role requires a balance of strong attention to detail, systems management, and customer service. The ideal candidate approaches collections with empathy and professionalism, ensuring families are supported while upholding organizational expectations.
BGCNIC serves 3,000 children ages 5-18 at 38 sites across northern Indiana through summer and before and after-care programming, with a strong focus on social and emotional learning, college and workforce readiness, and academic enrichment to ensure every child has a chance to meet his or her potential.
ESSENTIAL FUNCTIONS:
Billing & Invoicing
- 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
Collections Management
- 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
Customer Service
- 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
Payment Plan Coordination
- 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
Data Accuracy & Systems Management
- 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
Reporting & Analysis
- 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
MyClubHub (MCH) Support
- 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
Additional Responsibilities
- Support the Operations team with administrative and program-related needs as assigned
- Contribute to a culture of accountability, teamwork, and mission alignment
QUALIFICATIONS:
Education/Experience:
- Associate’s or Bachelor’s degree in Business, Finance, or related field preferred (or equivalent experience)
- 2+ years of experience in billing, collections, customer service, or administrative operations
- Strong attention to detail and organizational skills
- Ability to handle sensitive financial conversations with professionalism and empathy
- Experience with databases or CRM systems (MyClubHub experience a plus)
- Proficient in Microsoft Office (Excel, Word, Outlook)
- Blingual (English/Spanish) strongly preferred
Skills and Abilities:
Must be self-motivated, analytical, personable, and detail-oriented with excellent written and verbal skills. Strong emphasis on solution-based thinking, positivity, and ability to execute. Team player who is ethical, transparent in communication, able to meet deadlines, and treats colleagues, Club members, and their families with the highest level of respect. Must be able to pass any and all required background screens and drug screens at any time.
Core Competencies
Accountability: Follows through on commitments and ensures timely resolution of accounts
Empathy & Communication: Builds trust with families while addressing financial obligations
Systems Thinking: Maintains accurate data and leverages systems effectively
Problem-Solving: Identifies issues and implements practical solutions
Collaboration: Works effectively with Club staff and leadership
DISCLAIMER: The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, nor to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications and objectives required of employees assigned to this job.
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