Collections Specialist

TouchBistro is looking for a Collections Specialist to join our growing Billing Operations team. This team focuses on collecting outstanding balances from our clients and performs administrative tasks that maintain the integrity of the billing function. You will engage with our customers to confirm that payment methods are up to date, as well as  ensuring contract terms are being met. 

What You'll Do

• Manage Delinquent Accounts: Actively engage with customers to resolve overdue balances across all stages of delinquency (15-120+ days)
• Queue Management: Handle a steady volume of accounts through a queued system, ensuring timely and effective outreach to each customer
• Targeted Outreach: Identify the most effective collection tactics (carrot vs. stick) and determine the ideal communication approach (calls, emails, texts) to drive results
• Escalations & Referrals: Identify high-risk accounts and escalate to senior team members, third-party collections, or legal as needed
• Cross-Department Collaboration: Work closely with Finance, Customer Success, and Sales teams to ensure the best outcomes for the company and the customer
• Compliance: Ensure all collection practices are in line with company policies, contracts, and relevant regulations
• Adapt and Execute: Take on additional priorities as assigned to support the overarching goal of reducing delinquency

What You Bring

Must Haves:

• You have 1-2 years in a B2B collections or accounts receivable role, preferably within a SaaS environment
• You have experience with credit analysis/analytics- reading and understanding credit ratings, limits, and risk factors to better assess account viability and guide collection strategies
• You have strong communication skills with the ability to present information logically and concisely
• You are resilient and are able to maintain composure and professionalism while navigating high-pressure conversations and managing customer frustration daily

Nice To Haves:

• Post-secondary education in finance or business administration 
• You are bilingual Spanish/English
• Familiarity with Salesforce and CreditSafe