What are the responsibilities and job description for the Customer Collections Specialist position at Fullbay?
Customer Collections Specialist
The Customer Collections Specialist plays a key role in managing delinquent accounts and supporting the company’s collections process. This role works directly with Fullbay customers to resolve billing issues, negotiate payment arrangements, and maintain accurate account records. Under the direction of the Customer Collections Lead, the Specialist ensures timely and professional communication while upholding Fullbay’s commitment to empathy, efficiency, and customer satisfaction.
As a frontline member of the collections team, this position partners closely with the Lead and other departments to execute established strategies, identify areas for process improvement, and provide feedback that enhances collections operations and customer experience.
Primary Duties & Responsibilities:
- Communicate with customers to address billing issues, update payment methods, and resolve delinquent accounts.
- Execute established collections processes in accordance with company policies and customer service standards.
- Maintain detailed records of customer communications, payment arrangements, and account statuses in the CRM and billing systems.
- Escalate complex or high-risk cases to the Customer Collections Lead for review and resolution recommendations.
- Contribute to the continuous improvement of collections processes by identifying opportunities and suggesting enhancements to workflows or policies.
- Provide empathetic, professional communication that balances customer needs with company policies.
- Partner with the Lead and cross-functional teams (Finance, Customer Support, Product) to ensure accurate billing and account resolution.
- Participate in training and development opportunities to stay informed on best practices in collections and customer support.
- Provide feedback to the product and engineering teams on system improvements to enhance the billing and collections process.
- Adhere to all confidentiality, compliance, and data security regulations.
- Perform other duties as assigned.
Minimum Education & Work Experience:
- 1 years of experience in customer support, collections, or a related field, preferably in a SaaS or subscription-based environment.
- High school diploma required; Bachelor’s degree in Business Administration or a related field preferred.
Key Skills and Qualifications:
- Proficient in CRM and SaaS billing platforms.
- Strong interpersonal and communication skills with the ability to handle sensitive situations professionally.
- Demonstrated ability to manage time effectively and work independently in a fast-paced environment.
- Excellent problem-solving and critical-thinking abilities.
- High attention to detail and strong organizational skills.
- Collaborative mindset with the ability to work closely with cross-functional teams.
- Commitment to maintaining confidentiality and compliance standards.
Physical Demands and Work Environment:
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 individuals with disabilities to perform the essential functions.
- Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds.
- Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
- Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
- Noise level in the work environment is usually moderate.
- Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.