Position Description

Job Title: Credit & Collections Specialist                        

Reports To: AR Manager

FLSA Status: Exempt

Location: Shared Services Office, Irving, TX

Summary:

The Credit & Collections Specialist plays a crucial role in maintaining the company's financial health by managing a complex portfolio of delinquent accounts. This position requires in-depth knowledge of collections best practices, sound judgment, and the ability to independently resolve issues that impact the company's financial operations and customer relationships. This role demands the regular exercise of discretion and independent judgment in matters of significance to the company's business operations.

Essential Duties and Responsibilities:

• Manage and prioritize a high-value portfolio of delinquent accounts, utilizing advanced analytics to assess collectability and determine optimal case strategies for maximum recovery while managing associated costs.
• Initiate and engage in outbound communications with customers regarding delinquent accounts, negotiating payment solutions and repayment plans, and providing exceptional customer service while upholding company standards and compliance requirements.
• Conduct in-depth analysis of accounts receivable trends, identifying areas for improvement and recommending solutions to enhance collection processes and potentially automate manual activities.
• Collaborate with cross-functional teams, including sales, billing, and customer service, to resolve complex billing issues, discrepancies, and customer complaints.
• Exercise discretion and independent judgment in resolving invoice disputes, negotiating payment arrangements, and determining appropriate actions for accounts requiring additional attention or potential escalation.
• Manage a portfolio of internal and external legal cases related to collections, including initiating case budgets, developing case strategies, and coordinating with external legal firms.
• Represent the company in key legal proceedings such as hearings, mediations, conferences, and trials, making critical decisions regarding discovery and working with legal counsel.
• Monitor and analyze key performance indicators (KPIs) such as Days Sales Outstanding (DSO) and recovery rates, preparing and presenting reports on collection activities and progress to management.
• Provide training and mentorship to junior collections staff on collections procedures, legal compliance, and effective communication strategies.
• Act as a subject matter expert on collections policies, procedures, and relevant regulations (e.g., FDCPA, SCRA, bankruptcy), ensuring adherence and compliance.
• Regular, consistent and necessary to meet the needs of the business
• Assists the leadership of the AR team and other team members with various research projects and/or special projects
• Performs other duties and responsibilities as assigned
• Must conduct self in an ethical, legal, and responsible manner at all times
• Must adhere to the policies, principles, and guidance within the Employee Handbook and Code of Conduct

Competencies 

• Elevated professionalism which demonstrates tempered emotions, empathy, positive intent, and integrity in all interactions.
• Excellent communication and interpersonal skills with the ability to build strong relationships across all levels of the organization. Strong verbal and written communication skills
• Ability to effectively communicate and present information one-on-one and in group situations, and outside of the company.
• Ability to solve practical problems and manage a variety of variables in situations and with problems where only limited information or standardization exists
• Open and transparent with a strong work ethic as well as the ability to handle sensitive and confidential information.
• Strong attention to detail
• Ability to work in a fast-paced environment
• Must be a self-starter, independent, and strong organization skills, with the ability to manage multiple priorities and deadlines at any given time
• Ability to establish and build effective working relationships with colleagues and staff. Acceptance of a variety of lifestyles, behaviors, and cultural, and spiritual practices

Education/Experience:

• Bachelor's degree in Finance, Accounting, Business Administration, or a related field, or equivalent work experience.
• Bilingual capability strongly preferred
• Minimum of five years of progressive experience in collections, with a strong understanding of accounts receivable and credit risk assessment.
• Demonstrated ability to exercise discretion and independent judgment in handling complex and sensitive financial situations.
• Proficiency in financial software and ERP systems
• Must be proficient in the Microsoft Office Suite, including Outlook, Excel, PowerPoint and Word

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals

with disabilities to perform the essentials functions. The noise level in the work environment is usually moderate. The workplace is in a corporate office environment and the temperature in the work environment is usually moderate. The position’s primary office is the Shared Services, Irving, TX office; however, telework or work at home, on the road, or in a satellite location for portions of the workweek may occur, depending upon project needs and requirements in coordination with your direct supervisor and/or most senior leader of your department.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable the individuals with disabilities to perform the essentials functions. Must be able to regularly lift and/or move up to 25 pounds and frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Acknowledgment:

I have read this job description and fully understand the requirements set forth therein. I hereby accept the position of Sr. Collections Specialist agree to perform the identified essential functions in a safe manner and in accordance with the facility’s established procedures. I further understand that my employment is at-will and thereby understand that my employment can be terminated at-will either by the company or myself and that such termination can be made with or without notice.