Collection Specialist Job Description and Responsibilities

A Collection Specialist manages outstanding accounts and secures payments while preserving professional relationships with customers. Candidates with experience in accounts receivable, strong communication and negotiation skills, and a principled approach to debt recovery should apply.

Collection Specialist Job Profile

The Collection Specialist is responsible for the timely recovery of outstanding receivables and for maintaining accurate records of collection activity. The role requires regular customer contact, assessment of account status and the implementation of appropriate recovery actions within established policies.

The purpose of the role is to maintain cash flow and reduce days sales outstanding by applying consistent collection practices, resolving disputes and coordinating with internal stakeholders to address billing or service issues that affect payment.

Collection Specialist Job Description

The Collection Specialist will manage an assigned portfolio of customer accounts, monitor ageing reports and undertake proactive outreach to obtain payment. This includes routine reminders, negotiation of payment plans and escalation of delinquent accounts in line with company procedures. Consistent, clear documentation of all interactions and outcomes is expected.

Work is typically office based with frequent telephone and written contact with customers alongside liaison with billing, sales and legal teams to resolve disputes and correct invoicing issues. The role demands attention to regulatory and data protection requirements, prompt processing of receipts and preparation of status reports for management.

The post-holder must apply sound judgement when assessing credit risk, recommending account holds or write-offs and when negotiating settlements, while maintaining professional customer service and contributing to continuous improvement of collection processes.

Collection Specialist: Duties and Responsibilities

• Manage an assigned accounts receivable portfolio and monitor ageing balances daily.
• Contact customers by telephone, email and written correspondence to request and secure payment.
• Negotiate payment arrangements and set up structured repayment plans when required.
• Investigate and resolve billing discrepancies and customer disputes promptly.
• Record all collection activity accurately and maintain detailed account notes.
• Escalate seriously delinquent accounts to management or legal teams according to policy.
• Prepare and send formal demand letters and payment reminders in line with procedures.
• Liaise with billing, sales and service teams to rectify invoice issues and prevent future disputes.
• Conduct periodic reviews of customer payment history and credit terms.
• Ensure compliance with relevant financial regulations and data protection requirements.
• Process and allocate received payments to the correct accounts in a timely manner.
• Provide regular reporting on collection activity, account status and recovery progress.
• Recommend accounts for write-off or referral to external collection agencies in line with policy.
• Participate in process improvement initiatives to reduce outstanding balances and improve recovery rates.

Collection Specialist: Requirements and Qualifications

• Proven experience in collections, accounts receivable or credit control, typically 1-3 years.
• Strong verbal and written communication skills with the ability to negotiate effectively.
• Good numeracy and attention to detail for accurate account reconciliation.
• Ability to investigate discrepancies and resolve billing issues independently.
• Familiarity with invoicing, billing and credit control principles.
• Understanding of relevant financial regulations and data protection obligations.
• Proficient record keeping and the ability to produce concise management reports.
• Ability to prioritise workload, manage multiple accounts and meet deadlines.
• Professional demeanour and customer service orientation under pressure.
• Problem-solving skills and sound commercial judgement when negotiating settlements.
• Ability to work independently and collaboratively with cross-functional teams.
• GCSEs or equivalent; relevant vocational qualification in finance or credit control desirable.
• Willingness to work flexible hours occasionally to meet business needs.