Collections

• Oversees the daily operations of their team, ensuring that tasks are completed efficiently and effectively.
• Focuses on immediate team management, task delegation, and the resolution of day-to-day issues.
• Leads occupational staff within the organization.
• Responsible for influencing decisions regarding the hiring, firing, disciplinary action and promotional activity for subordinates.
• Evaluate the creditworthiness of current and potential customers by reviewing financial statements, credit reports, and other relevant data to determine credit risk.
• Oversee the collections process, ensuring timely recovery of outstanding debts, setting up payment plans, negotiating settlements, and collaborating with collection agencies when necessary.
• Manage and mentor the credit and collections team. Provide training, set performance goals, and conduct regular evaluations to maintain operational efficiency.
• Prepare regular reports on credit and collections activities, ensure compliance with policies and regulations, and analyze data to recommend improvements.
• Perform additional tasks as needed, including stakeholder communication, leveraging technology for process improvements, managing departmental budgets, and resolving complex credit disputes to minimize financial loss.

Manager – Credit/Collections

• Perform daily accounts receivable follow-up, documentation, and issue resolution
• Manage an assigned portfolio of routine AR accounts
• Document all client interactions, follow-up actions, and commitments in the collections system
• Generate and send client statements, reminder notices, and follow-up emails using approved templates
• Review customer payments for basic discrepancies and coordinate with Billing/Finance to correct errors
• Support account research including payment history reviews, invoice copies, portal status checks, and statement reconciliations
• Monitor aging reports and follow prescribed cadence-based workflow activities
• Escalate unresolved issues, disputes, and complex discrepancies to the Senior Collections Coordinator or Collections Manager
• Assist in preparing weekly portfolio updates for team meetings
• Submit invoices or documentation through client portals and maintain required artifacts
• Coordinate with Engagement Teams to obtain missing information, PO numbers, billing clarifications, or approvals
• Maintain organized, audit-ready documentation in line with internal controls and retention guidelines
• Identify minor process inefficiencies and recommend practical improvements
• Perform other duties as assigned

Collections Coordinator

• Demonstrates good customer service skills while initiating outbound calls and receiving inbound calls from customers.
• The Debt Collector negotiates account resolution and accurately inputs and documents actions within the collection systems while maintaining company performance and productivity standards.
• Maintains up-to-date customer contact information in the collections systems.
• The Debt Collector must have the ability to meet monthly goals, be a team player, excellent verbal, and written skills.
• Must be computer literate, abiding by FDCPA, HIPPA, and company regulations.
• Understand the Fair Debt Collections Practices Act (FDCPA)
• Other duties as assigned.

Collections Agent

• Leads the design, deployment, optimization, and governance of predictive decisioning strategies supporting outbound collections operations
• Develops, validates, deploys, and optimizes predictive models supporting collections segmentation, prioritization, and treatment strategies
• Operationalizes machine learning and statistical models directly within collections and decisioning platforms
• Translates model outputs into executable decision logic, workflows, thresholds, routing rules, and contact strategies
• Monitors production model performance and recalibrates strategies based on drift, operational outcomes, regulatory changes, and portfolio behavior
• Designs and manages customer segmentation strategies aligned to delinquency stage, risk tiers, roll rates, payment behavior, and customer engagement patterns
• Defines and governs outbound contact policies, including channel prioritization, cadence strategies, suppression logic, quiet hours, and contact frequency limits
• Leads A/B and multivariate testing initiatives across messaging, channel mix, pacing, cadence, and strategy execution
• Partners with Dialer Operations and Workforce Management teams to optimize list generation, routing, pacing, penetration rates, and operational efficiency
• Develops and maintains executive-level reporting and dashboards measuring RPC, PTP, liquidation rates, cures, roll rates, recovery performance, and operational KPIs
• Maintains model governance documentation, change management controls, validation standards, audit readiness, and regulatory compliance support
• Collaborates cross-functionally with Compliance, Legal, Technology, Data Engineering, and Operations teams to ensure decision strategies remain compliant, scalable, and operationally effective
• Evaluates emerging technologies, decisioning capabilities, and analytics methodologies to continuously improve collections performance and customer outcomes.

Director, Collections Decision Science – Strategy

• Manage daily inbound and outbound communication channels with delinquent commercial customers
• Execute sound communication to educate customers on account terms and conditions
• Monitor and manage shared group inboxes
• Review account financial histories and transaction details systematically
• Negotiate routine payment arrangements within corporate guidelines
• Document all customer touchpoints, payment commitments, and account dispute details accurately
• Identify and route billing errors, account disputes, or customer complaints to appropriate internal departments
• Maintain standard operating adherence to the Fair Debt Collection Practices Act (FDCPA)
• Meet or exceed standard weekly and monthly performance goals
• Follow established team workflows closely

Collections Support

• Performs a variety of collection activities including collection calls, correspondence, negotiating payment plans, and maintaining records of all communication.
• Provides customer service regarding collections issues.
• Processes customer refunds, processes and reviews account adjustments, and resolves client discrepancies.
• Responsible for collection of highly complex/difficult accounts and situations.
• Prepares weekly and monthly updates and status reports of outstanding delinquencies.
• Provides financial counseling to discuss and resolve debt situation within established limits.

Senior Collections Specialist

• Responsible for complex collection activities related to past due health insurance premiums and/or claims
• Follows established guidelines to collect past due insurance premiums
• Researches validity of past due and/or disputed debt
• Generates demand letters
• Prepares reports reflecting status of credit and collection activities for management review

Senior Credit & Collections Specialist

• Reduce aged accounts receivables and lower DSO within an assigned portfolio
• Execute daily business-to-business collection outreach efforts
• Engage with clients across various U.S. industries to secure payments
• Maintain detailed records of outreach actions, outcomes, and follow-up steps
• Collaborate with the billing team and Financial Analysts to resolve issues and expedite payments
• Escalate collections issues to leadership when necessary
• Identify, document, and implement best practices and process improvements

Collections Specialist

• Leads, coaches, and develops managers that supervise frontline inbound consumer representatives to exceed all sales, collections, and retention objectives
• Analyzes data to develop and implement strategies that drive revenue generation and continuous improvement
• Direct daily activities and execution of call center operations to achieve revenue goals, service metrics, and cost effectiveness
• Implements strategic policies and develops innovative initiatives for technology, corporate compliance, training, and workforce planning
• Collaborates with various business areas to drive strategic alignment, manage change, and maintain strong domestic relationship

Associate Director – Sales Retention/Collections

• Supervises day to day activities of the credit and collections area including credit, billing, and collection efforts.
• Maintain responsibility for the daily accounts receivable credit, billing, and collection process in accordance with Waste Management policies and procedures.
• Monitor payment requirements on high dollar accounts.
• Review credit requests and pull credit reports for high dollar customers.
• Approve or decline credit requests in accordance with Waste Management policies and procedures.
• Oversee collections staff to ensure outstanding accounts are called and collection files maintained.
• Maintain basic understanding of applicable federal, state and local credit regulations affecting credit and collection procedures.
• Handle escalated customer complaints that are credit related.
• Complete month-end credit reports in accordance with accounting policies and procedures.
• Hire, train, supervise and develop staff, including coaching, counseling and discipline.
• Review, rate and evaluate credit/collections staff's performance on an annual basis in accordance with PDS guidelines as provided by the people department.
• Direct or prepare financial reports in accordance with WM requirements to ensure meeting various deadlines and due dates.

Supervisor, Credit and Collections

• contacting patients in an attempt to collect outstanding balances
• processing adjustments
• establishing payment plans
• providing exceptional customer service while resolving billing issues
• maintaining accuracy, compliance, and professionalism in all interactions

• Serve as the subject matter expert of the collections team
• Work alongside the Collections Manager to drive and support department efficiencies
• Act as a leader and demonstrate ability to drive results
• Handle escalated calls from patients
• Create, interpret, and monitor Salesforce reports
• Call patients for payments and balances
• Establish payment plans for past due accounts
• Process Checks/SCH/CC Payments
• Set up auto payments and follow up as needed
• Review and complete cases and resolve billing questions/errors

Collections Lead

• Oversight of collections processes
• Lead conversations with customers to achieve A/R performance goals
• Present and analyze cash and aging reports for senior management
• Develop, monitor, and present key performance indicators

Senior Manager, Credit/Collections

• Lead, coach, and develop a global team of Collections Specialists, serving as the primary driver of team performance and culture.
• Set the standard—model the behaviors, work quality, and customer approach you expect from the team.
• Establish clear performance expectations and hold team members accountable for collection goals and service standards.
• Conduct regular 1:1s, coaching sessions, performance reviews, and development planning.
• Foster a culture of ownership, professionalism, and continuous improvement.
• Oversee collection efforts across past-due customer accounts, stepping in directly on escalated or high-complexity situations.
• Review aging reports and collection metrics to identify risks and opportunities; guide the team’s prioritization accordingly.
• Personally manage the most complex or sensitive customer escalations when needed.
• Support and, where necessary, lead payment plan negotiations and account resolution strategies.
• Oversee customer overpayment and credit balance resolution activities.
• Oversee month-end close support activities related to AR, ensuring accuracy, timeliness, and compliance with internal control requirements.
• Lead audit support activities, providing documentation, explanations, and remediation support as needed.
• Ensure consistent application of policies, procedures, and documentation standards across the AR function.
• Identify trends and root causes that contribute to delayed customer payments.
• Partner with Billing, Sales, Customer Success, Order Management, and Finance teams to resolve recurring issues affecting collections and improve cash forecasting accuracy.
• Recommend and implement process improvements that reduce payment delays and improve customer outcomes.
• Develop reporting and dashboards to measure team effectiveness and collection performance.
• Create and maintain scalable collection procedures and best practices.
• Act as a key partner to internal teams in resolving customer payment obstacles.
• Provide feedback on customer behaviors, billing challenges, and operational issues impacting collections.
• Escalate systemic issues and drive solutions that improve overall collection results.

Collections Manager

• Responsible for collecting active A/R from insurance payers including but not limited to commercial, Blue Cross, Blue Shield, Aetna, Uniform Medical, United Healthcare, HMOs, PPOs, and other payers.
• Contact insurance payers by either phone or online inquiry regarding unpaid hospital claims.
• Review remaining balances on account after insurances have paid to determine appropriate next action.
• Review denials by insurances for entire claims and for line items to determine if additional follow up is needed or assistance from other departments and forwarded to them as needed, including Care Coordination, Revenue Coordination, Registration, etc.

Billing and Collections Representative

• Independently manage a high-volume portfolio of business-to-business customer accounts, including Fortune 500 companies, major retailers, professional sports organizations, and strategic accounts
• Drive collections efforts through proactive customer outreach via phone, email, customer portals, and internal escalation channels to ensure timely payment resolution
• Monitor and prioritize aging balances to ensure timely follow-up on delinquent accounts and achievement of collection targets
• Analyze aging trends, payment behaviors, and account exposure to identify potential financial risk and recommend appropriate actions
• Coordinate and participate in customer meetings and escalations related to overdue balances, disputes, payment plans, and reconciliation efforts
• Perform detailed account reconciliations, identify payment discrepancies, research unapplied cash, offsets, deductions, short payments, and resolve complex account issues
• Investigate customer deductions and chargebacks, document root causes, and coordinate resolution efforts with internal stakeholders
• Partner with Sales, Customer Service, Billing, Deductions, Finance, and Operations teams to resolve disputes and remove barriers preventing payment
• Support root cause analysis initiatives by identifying recurring operational or billing issues impacting collections performance
• Maintain accurate and detailed documentation of collection activities, customer communication, dispute status, and action plans
• Support monthly close activities, audit requests, reporting requirements, and special projects as assigned
• Review account activity and collaborate with leadership to identify process improvement opportunities that enhance operational efficiency and reduce delinquency risk
• Serve as a subject matter expert (SME) for AR collections processes, account reconciliation, dispute resolution, and portfolio management
• Assist in training, mentoring, and supporting AR Collections Analysts and offshore/shared services teams
• Demonstrate strong decision-making skills and the ability to independently manage competing priorities in a fast-paced environment
• Perform additional responsibilities in support of the Invoice-to-Cash (ITC) organization and broader Accounts Receivable function

Senior Collections Analyst

• Monitor accounts receivable to reduce DSO and minimize late payments and bad debt
• Analyze customer accounts on an as-needed basis to prioritize collection efforts
• Support/Deliver improvements to enhance customer satisfaction
• Proactively make collection contacts via email and/or phone and follow up according to departmental guidelines
• Send invoices and statements upon request, confirm payments, monitor invoice status on customer portal where applicable
• Raise disputes as needed/when appropriate
• Provide additional information to the dispute management team as needed to help resolve disputes
• Recognize customer needs and respond in a timely manner
• Collaborate with internal associates to resolve disputes and issues regarding customer accounts
• Prepare and review accounts receivable analytical reports monthly to provide guidance on past due balances
• Drive to achieve and support team in achieving individual and team performance targets by metrics
• Research and provide direction to Treasury team to apply open credits and payments when applicable
• Maintain invoice status detail in SAP
• Understand and adhere to policies and procedures
• Work on several different tasks or projects at one time
• Collaborate with others on the team to identify best practices and achieve best results
• Special projects as assigned
• Out-of-state travel possible
• Partner with business leaders to deliver services that support company objectives and that are consistent with Winning Together values
• Embrace and support Computacenter’s mission and core values

Collections Analyst II

• Oversees the daily operations of their team, ensuring that tasks are completed efficiently and effectively
• Focuses on immediate team management, task delegation, and resolution of day-to-day issues
• Leads occupational staff within the organization
• Responsible for influencing decisions regarding hiring, firing, disciplinary action and promotional activity for subordinates
• Evaluate the creditworthiness of current and potential customers by reviewing financial statements, credit reports, and other relevant data
• Oversee the collections process, ensuring timely recovery of outstanding debts
• Manage and mentor the credit and collections team
• Prepare regular reports on credit and collections activities, ensure compliance with policies and regulations, analyze data to recommend improvements
• Perform additional tasks as needed

• Manage the end-to-end collections process, including issuing initial invoices, following up on outstanding balances, and resolving invoice disputes in a timely manner
• Provide post-close audit reporting related to billing and collections activity
• Ensure efficient processing of all collections activities, including updating and maintaining customer payable contact information
• Serve as the subject matter expert to the business on effective collections practices and policies
• Own the AR aging report and produce weekly and monthly collections metrics including DSO, collection rate, and bad debt reserve
• Present collections trends and insights to the Deal Desk Director and Finance leadership, surfacing risks and recommended actions
• Leverage AI tools to automate aging report generation, flag high-risk accounts, and draft executive-ready summaries
• Serve as the primary point of contact for customer billing inquiries, building relationships with customer AP teams to proactively prevent payment delays
• Maintain accurate and up-to-date customer payable contact records, anticipating personnel changes that could disrupt payment workflows
• Use AI-assisted drafting tools to produce timely, professional customer communications that balance collections urgency with relationship preservation
• Manage a formal escalation path for delinquent accounts, coordinating with Sales, Legal, and Customer Success when accounts require executive outreach or collections agency involvement
• Triage and resolve invoice disputes efficiently, documenting root causes and identifying recurring issues to drive upstream process fixes
• Apply AI-powered triage to prioritize dispute queues and surface resolution recommendations based on account history and contract terms
• Manage the bad debt write-off process, including documentation, approval workflows, and coordination with the Controller or VP Finance
• Perform periodic bad debt reserve analysis, ensuring reserve levels appropriately reflect aging trends and collection risk
• Maintain audit-ready write-off records in compliance with internal controls and accounting policy
• Own collections policy and procedure documentation, ensuring all workflows are clearly defined, consistently followed, and updated as processes evolve
• Ensure SOX-relevant collections controls are documented and audit-ready, partnering with the accounting team during internal and external audits
• Build and maintain AI prompt libraries and workflow templates that enable the team to scale collections operations efficiently and consistently
• Leverage AI-powered platforms (e.g., Claude, Abnormal’s internal AI tools) to automate repetitive collections tasks such as invoice follow-up sequencing, customer communication drafting, and dispute triage
• Identify opportunities to integrate AI tooling into the collections workflow, including intelligent prioritization of aging receivables and automated cash application matching
• Partner with the Deal Desk Director and cross-functional stakeholders to evaluate, test, and implement AI-assisted process improvements that reduce manual effort and improve collection cycle times
• Build and maintain prompt libraries, workflow templates, and documentation to scale AI-assisted processes across the team
• Monitor AI-generated outputs for accuracy and compliance, ensuring all automated communications and reporting meet Abnormal’s standards

• Maintain ownership of the AR Aging with respect to your assigned accounts
• Responsible for inbound and daily outbound collection calls and communications with clients
• Serve as a primary point of contact for clients regarding billing questions, account status, and payment-related inquiries
• Build and maintain professional, collaborative relationships with clients to encourage open communication and timely resolution of account matters
• Responsible meeting established performance metrics related to client outreach activity, including call and communication volume
• Drive measurable improvement in AR aging and past due balances through effective collections and issue resolution efforts
• Collaborate cross functionally to resolve customer disputes
• Assist with payment reconciliation and follow up on unapplied cash, discrepancies and bounced/failed payments
• Assist clients in navigating our customer billing portal, including guiding them through payment processing, autopay setup, and resolving related questions or issues
• Identify root causes and make recommendations for continuous improvement of AR and collections processes
• Negotiate payment plans, when necessary
• Prioritize proactive communications with customers to minimize losses associated with bad debt
• Demonstrate strong customer service skills when handling customer complaints and supporting issue resolution
• Notify management of any financial risk identified
• Make recommendations to put customers on credit hold
• Make recommendations for bad debt write offs
• Assist with cash flow forecasting
• Maintain knowledge of applicable laws, regulations, and compliance standards
• Meet deadlines communicated by management
• Maintain accurate and detailed account notes and collection activity logs
• Maintenance of records for auditing purposes
• Assist with yearly audits
• Additional projects and reporting, as needed

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