Senior Collections Specialist

Collections Management and Customer Outreach:

• Contact customers regarding outstanding balances and drive timely payment resolution.
• Maintain accurate records of collection efforts, commitments, and disputes.
• Balance strong collection practices with a professional customer experience.

Payments, Refunds, and Account Reconciliation:

• Process customer payments and refunds accurately and timely.
• Reconcile account discrepancies between Follett and customer records.
• Partner with internal stakeholders to resolve unapplied cash, short payments, and disputes.

Account Maintenance and Billing Support:

• Maintain customer account records for contacts, terms, and billing requirements.
• Upload invoices and supporting documentation to customer portals as required.
• Support accounts across multiple legal entities and currencies.

Cross-Functional Partnership and Operational Support:

• Partner with Accounts Receivable, billing, and customer-facing teams to resolve issues.
• Communicate clearly and professionally with internal and external customers.
• Identify trends and process gaps, raising recommendations for improvement.