Collections Specialist

Job Description

About the Role:

As a Collections Specialist, you will serve as the main point of contact for all collections related
inquiries. You will use your understanding of our invoices to clarify details and questions from
customers as it relates to subscription fees and one time charges. You will follow up with
customers to inquire about unpaid invoices and resolve any issues impeding payment via phone
calls, emails, and case management. You will also help with account reconciliations and other
ad-hoc projects as needed. Ultimately responsible for cash received by Motive.

What You'll Do:

• Communicate and follow up effectively with customers regarding their accounts

• Proactively and reactively provide support to customers struggling with billing related
inquiries and payment declines/failures
• Use Salesforce and Zuora to solve payment issues
• Investigate historical data of invoices/payments/refunds/chargebacks/credits/write-offs
and assist with customer account reconciliations
• Analyze account documents and other data for accuracy and completeness, acquiring
missing or correct data when necessary
• Follow established SOPs, review collections process, and recommend improvements
where possible
• Ensure proper period cut off for month end close procedures
• Be the point person to answer collections related support cases
• Provide accurate and timely reporting/forecasting
• Work closely with other functional teams to ensure data quality and consistency
• Comfortable working with spreadsheets, internet applications and ERP systems
• Ability to enter data into various electronic systems while maintaining the integrity and
accuracy of the data
• Interface with Sales, Customer Success, and Fulfillment teams to ensure proper follow
up is being taken for rapid issue resolution

What We're Looking For:

• 1-2 years’ experience in a Collections related/customer facing role (SaaS Collections

and Quote-to-Cash experience is a plus)
• Independent self-starter and adaptable in a fast-paced and changing environment
• Excellent communication skills (written and verbal)
• High level of attention to detail
• Ability to work under pressure and strict deadlines; flexible
• Ability to work well with ambiguity, solve problems and think on your feet
• A good command of Excel and Google Sheets
• A natural instinct to empathize with the customer.
• Receptive to feedback, willingness to learn and embrace continuous improvement.
• Ability to identify larger issues and make recommendations for improvement.
• Resilient capacity to deal with pressure and the demands of the workplace
(remote/office)
• Comprehensive knowledge of Zuora is a plus
• Expertise in Salesforce is a plus

• Bachelor's (BA/BS) degree, specialization in accounting or finance is a plus