Collections Associate- Hybrid in Fairlawn, OH

Job Summary

Drive down delinquency and protect company cash flow by managing past-due customer accounts. You'll monitor AR aging, resolve outstanding balances, negotiate payment plans, and serve as the primary contact for customers on billing disputes and payment status — all while maintaining accurate records to support monthly, quarterly, and annual reporting.

What You'll Do

• Account Monitoring: Review AR aging daily, prioritizing outreach by risk, balance, and days delinquent. Code and post payments and reconcile related accounts.
• Collections: Contact customers by phone, email, and letter to secure payment; negotiate and document payment plans. Resolve billing discrepancies, short pays, and disputes, coordinating with Sales and Customer Service as needed.
• Documentation & Reporting: Maintain detailed collection notes and account histories for every contact and promise-to-pay. Prepare month/quarter/year-end aging summaries and bad debt exposure reports, researching data to resolve discrepancies.
• Escalation: Send past-due notices and demand letters, escalating per collection stage. Recommend and document chronically delinquent accounts for agency or legal referral. Process credit card payments via RBS.
• Billing & Compliance: Track monthly bad-debt write-offs, update payment terms, process billing/statements per contract terms, and manage the billing system's subscription database.
• Credit Management: Recommend and coordinate credit holds, releases, and restrictions, balancing collections with customer relationships alongside Sales and Account Management.
• Regulatory Compliance: Ensure all activity follows applicable debt collection laws (e.g., FDCPA) and internal policies.
• Team Support: Provide clerical support, assist with special projects, and back up teammates during absences.

What You Bring

• High school diploma or GED required.
• 3+ years in collections, AR, or credit support, with experience in payment negotiation and past-due account management.
• Working knowledge of FDCPA and collections best practices.
• Advanced Excel skills (pivot tables, VLOOKUP/XLOOKUP) for aging and account analysis.
• Comfort with high-volume outbound calls and firm, professional payment conversations.
• Strong communication, organization, and relationship-building skills across teams and stakeholders.
• Ability to juggle multiple deadlines simultaneously.

What We Offer:

• Full benefits starting Day 1: Medical, Dental, and Vision
• 401(k) with company match
• Unlimited Flex Time Off plus 10 company-paid holidays
• Professional development programs and tuition assistance
• Employee resource groups and exclusive employee discounts