Collections Specialist II in at SupportNinja

Work Setup: Remote/WAH (Bring-Your-Own-Device)

Schedule: TBC

Start Date: July 27, 2026 (earliest), August 3, 2026 (latest)

We are seeking a seasoned and results-driven Collection Specialist II to join our dynamic call center team. You will be a key player in recovering past-due accounts while ensuring a professional and ethical collection experience for our customers. Your proven track record of success in collections, coupled with exceptional communication and negotiation skills, will be instrumental in achieving outstanding results.

What does a day in the life of a Collections Specialist II look like?

• Develop and implement effective collection strategies to recover delinquent accounts, exceeding established targets and performance metrics.
• Conduct thorough research and analysis of customer accounts to understand outstanding balances, delinquency history, and potential reasons for non-payment.
• Proactively contact customers with past-due accounts through phone calls, emails, or letters, adhering to ethical collection practices and legal regulations.
• Communicate effectively with customers, demonstrating empathy and understanding while clearly explaining collection procedures and payment options.
• Negotiate and establish realistic payment plans or arrangements to recover outstanding debts, aiming for a win-win resolution for both the customer and the company.
• Process customer payments (including adjustments and credits) with accuracy and efficiency, ensuring adherence to company policies.
• Manage and update customer account records within the collection system or CRM, maintaining data integrity and security.
• Document all customer interactions and collection activities thoroughly and accurately for future reference and audit purposes.
• Analyze collection data (e.g., call volume, payment rates, skip rates) to identify trends and opportunities for improvement in collection strategies, communication approaches, and overall efficiency.
• Collaborate with internal departments (e.g., legal) to ensure adherence to collection laws and regulations, and escalate complex cases as needed.
• Maintain a professional and positive demeanor throughout all customer interactions, even in challenging situations.
• Coach and mentor junior Collection Specialists, fostering a collaborative and knowledge-sharing team environment.
• Stay up-to-date on industry best practices, collection laws, and regulatory changes impacting the collections process.

What are the required qualifications for Collections Specialist II?

• Associate's degree in Business Administration, Finance, or a related field (preferred).
• 2+ years of experience in a collections role, with a proven track record of exceeding collection targets and resolving complex accounts.
• In-depth understanding of collection principles, ethical collection practices, and fair debt collection laws (FDCPA).
• Excellent communication, interpersonal, and negotiation skills with the ability to navigate sensitive conversations professionally and with empathy.
• Strong analytical and problem-solving skills to assess situations and develop effective collection strategies.
• Proficient in Microsoft Office Suite (Word, Excel) and collection software.

What key competencies would make a candidate successful in this role?

• Advanced Accounts Receivable Collections & Delinquency Management
• Strategic Planning & Performance-Driven Collections
• Customer Communication & Negotiation (Collections Focus)
• Payment Plan Development & Debt Recovery
• Account Research & Data Analysis
• CRM or Collection System Expertise & Data Security
• Performance Analysis & Process Improvement Initiatives
• Ethical Collections Practices & Legal Compliance
• Coaching & Mentorship
• Continuous Learning & Development

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/7eLLSv_CEO2bqrbUoi_ah

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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