Collection Specialist

Work Schedule: Monday–Friday, 9:00 AM–5:00 PM U.S. Eastern Time Work Arrangement: Remote Industry: Restaurant / Franchise / QSR Technology & Services Key Responsibilities Outbound Collections Contact customers by phone, email, and text regarding past-due balances. Secure payment or a firm commitment to pay and follow up until the balance is resolved. Prioritize daily collection activities based on account balance, aging, and collection tasks. Track promises to pay and follow up on the date the payment is due. Maintain professional and courteous communication throughout the collections process. Collections Task Management Work through automated collections tasks in NetSuite or other systems on a daily basis. Complete first reminders, second reminders, and sales representative escalations as required. Keep collection tasks current, accurately documented, and properly closed. Ensure accounts are progressed through the appropriate escalation process. Contact Verification & Account Maintenance Verify and update billing and accounts payable contacts, phone numbers, and email addresses. Ensure invoices and payment communications reach the appropriate contact. Research account information and identify closed locations, ownership changes, duplicate records, or test accounts. Coordinate account cleanup and updates with the Accounting team. Payment Support & Issue Resolution Assist customers with online payment processes. Resend invoices, statements, and other payment documentation as needed. Confirm and document payments received. Identify reasons for unpaid balances, including missing purchase orders, disputed charges, incorrect contacts, or unapplied credits. Route disputes, credit requests, payment plans, and other issues to the appropriate Accounting or Sales team member. Documentation & Reporting Maintain accurate and detailed records of all customer interactions in NetSuite. Document calls, emails, payment commitments, account updates, and follow-up actions. Provide weekly reports summarizing accounts worked, payments collected, promises to pay, contact updates, and accounts requiring escalation. Perform other administrative and collections-related duties as needed. Requirements 2+ years of experience in collections, accounts receivable, billing, or phone-based B2B customer service. Fluent English with excellent verbal communication and a neutral, professional American accent , as the role involves frequent communication with U.S. customers. Strong written English skills with the ability to write clear, concise, and professional emails and messages. Experience with NetSuite, an ERP, CRM, or similar business system is a plus. Ability to quickly learn new software and workflows. Restaurant, franchise, or QSR industry experience is a plus but not required. Comfortable working Monday–Friday, 9:00 AM–5:00 PM U.S. Eastern Time . Reliable computer, professional headset, high-speed internet, and backup…