Collections Specialist

Key Responsibilities

Portfolio Management & Collections Execution

• Manage an assigned portfolio of customer accounts across aging buckets
• Proactively contact clients to secure payment on past-due balances via phone and email (emphasis on phone calls)
• Maintain a disciplined call and outreach cadence
• Negotiate payment commitments and structured payment plans
• Drive reduction in past due balances
• Client Communication & Relationship Management
• Serve as primary contact for payment-related inquiries
• Maintain professional, solution-focused client conversations
• Secure and document promise-to-pay commitments
• Escalate strategic or high-risk accounts when appropriate

Cross-Functional Coordination

• Identify root causes of delinquency and pass off to proper resolution team
• Partner with Billing, Operations, and Account Management to resolve disputes(Lead AR calls with the Operation teams• Coordinate joint client outreach when needed
• Ensure timely resolution of payment barriers

Documentation & System Integrity

• Maintain accurate and detailed account notes
• Update all activity within Oracle Advanced Collections
• Ensure data accuracy for reporting and analytics

Performance & KPI Management

• Meet defined cash flow performance metrics
• Participate in account review meetings
• Contribute to continuous improvement initiatives

Core Competencies

• Strong collections and negotiation skills
• Professional client communication
• Problem-solving
• Time management and prioritization
• Attention to detail and documentation accuracy
• Cross-functional collaboration

Minimum Qualifications

• 2+ years of collections or accounts receivable experience
• Proven ability to reduce past-due balances
• Strong communication and negotiation skills
• Experience with ERP or collections systems

Preferred Qualifications

• Enterprise or multi-region collections experience
• Knowledge of Oracle Advanced Collections or similar systems
• Experience with service-based or contract billing environments
• Familiarity with AR metrics such as DSO and aging analysis

Key Performance Indicators

• Past-due portfolio reduction
• Promise-to-pay attainment
• Outreach productivity
• Cash collected versus targets

Position Impact

The Collections Specialist plays a critical role in improving ABM’s working capital performance by accelerating cash conversion, reducing aging, and supporting enterprise financial objectives.