Job Description

Customer Service/ B2B Collections Specialist

We are seeking a motivated and detail-oriented Customer Service/Collections Specialist to join our team in a hybrid capacity in Cincinnati. In this role, you will be responsible for collecting outstanding debts and resolving account discrepancies that lead to billing rejections or incorrect balances. You will work closely with internal departments and customers to ensure timely and accurate resolution of issues, while providing top-tier service and maintaining positive relationships.

Key Responsibilities:

• Proactively contact customers regarding overdue accounts via phone, email, and written correspondence.
• Investigate and resolve issues that are causing rejected claims or incorrect balances, collaborating with internal teams as necessary.
• Accurately document all collection activities and customer interactions in the CRM system.
• Negotiate payment plans with customers in a respectful and empathetic manner while ensuring adherence to company policies.
• Monitor and manage account statuses to ensure timely follow-up and escalation when needed.
• Assist customers by explaining balances, payments, or billing issues clearly and professionally.
• Generate and analyze reports to track collection activity and account performance.
• Contribute to the improvement of processes to minimize recurring errors and increase recovery success rates.

Must-Have Qualifications:

• Strong Communication Skills – Exceptional verbal and written communication to engage effectively with customers and team members.
• Proficiency in Microsoft Office and CRM Tools – Able to navigate and utilize tools like Excel, Outlook, and customer management systems efficiently.
• Negotiation Skills – Able to professionally negotiate payment terms and solutions with tact and firmness.
• Empathy and Patience – Understanding of customer concerns with the ability to handle sensitive situations calmly and respectfully.
• Attention to Detail – Strong analytical and problem-solving skills with the ability to catch and correct billing or data errors.
• Previous experience in a collections, accounts receivable, or call-center customer service role.

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