Part-Time Collections Specialist

About the role

We are seeking a detail-oriented and proactive Part-Time Collections Specialist to help manage and resolve customer past-due balances related to our monthly subscription services. This role focuses on outreach to customers with failed credit card transactions, missing or expired payment information, and other billing-related issues that cause delinquent accounts.

The ideal candidate is professional, persistent, customer-focused, and comfortable handling both outbound communication and internal coordination.

What you'll do

Customer Outreach & Collections

• Monitor and manage a queue of past-due customer accounts
• Contact customers via phone, email, and ticketing systems to address failed payment attempts or missing/expired payment details.
• Clearly communicate outstanding balances, payment instructions, and billing expectations while maintaining a courteous, service-oriented approach.
• Follow up diligently on unresolved cases following an established cadence (e.g., 1-week, 2-week, 30-day intervals).

Billing Resolution

• Guide customers through updating or correcting payment information (credit card updates, bank ACH details, etc.).
• Coordinate with the accounting or support teams when payment issues require internal investigation or adjustments.
• Ensure customers understand their account status and potential service impacts due to non-payment.

Tracking & Reporting

• Maintain accurate notes and status updates on all outreach and collection efforts in CRM or billing systems.
• Identify trends that may indicate systemic billing issues and escalate them appropriately.
• Provide the Controller and Finance team with regular reporting on collections progress, aging summaries, and accounts requiring special handling.

Process Improvement

• Recommend enhancements to communication templates, escalation workflows, and collections scripts.
• Assist in refining proactive measures to reduce future delinquencies.

• Describe the experience and attributes of the ideal candidate

Required Qualifications

• 1–3 years of experience in collections, accounts receivable, customer billing, or a related finance/customer service role.
• Strong written and verbal communication skills; ability to communicate professionally under sensitive circumstances.
• Comfortable working with billing systems, CRM platforms, and spreadsheets.
• Highly organized and capable of managing a dynamic queue of follow-ups and deadlines.
• Ability to maintain professionalism and empathy, even in challenging customer interactions.

Preferred Qualifications

• Experience working in a SaaS or subscription-based business.
• Familiarity with automated billing systems, payment gateways, and recurring billing processes.
• Experience handling ACH and credit card payment troubleshooting with customers.

Work Schedule & Structure

• Part-time role: approximately 10–20 hours per week, with flexibility based on collections volume.
• May be remote or onsite depending on company policy.
• Reports directly to the Controller.