Billing and Collection Specialist

Role Summary

This role owns low-complexity EC2 and Capintec accounts receivable balances under $15,000, with a focus on one-off or infrequent customers. The representative performs approved reminder and collection outreach using standard company scripts, keeps the collections tracker current and accurate, and refers portal-specific or exception issues to the appropriate onshore owner. This is a structured, script-driven collections role — not a relationship-management or commercial negotiation role.

Key Responsibilities

Own an assigned portfolio of EC2 and Capintec invoices under $15,000, with no shared ownership of any account.

Review assigned aging daily; prioritize missed promises first, then the remaining past-due queue.

Validate open balance, payment terms, contact information, and prior collection history before any outreach.

Send reminders and make collection calls using the approved email/call templates, selecting the template that matches the account's stage (pre-due, first past due, second attempt, missed promise, etc.) and personalizing it.

Use the customer's required contact channel (phone, email, portal, or ticket) and secure a specific payment date and amount, or a specific blocker and the person responsible for resolving it.

Identify and route billing, documentation, shipment, or service issues to a named internal owner the same day; continue following through until resolved.

Refer portal exceptions or other issues outside this role's scope to Mary/Eric (Capintec) or Jackie (EC2).

Update all required Collections Tracker fields daily (Collection Status, Past Due Reason Category, Last Contact Date, Payment Promise Date/Amount, Next Action Owner, Current Week Action/Update) and keep them accurate and current.

Attend the weekly AR review with current comments or a prepared status update.

What Success Looks Like

Portfolio coverage: assigned accounts and dollars contacted within the required cadence.

Promise performance: payment promises obtained, and kept vs. missed/rescheduled.

Aging movement: balances trending down and out of 60+/90+ aging.

Tracker quality: required fields complete, accurate status/reason coding, named next-action owners.

Follow-through velocity: timely follow-up on contact attempts, promises, and internal referrals.

Required Qualifications

Prior experience in collections, accounts receivable, or customer-facing outreach.

Strong written and spoken English; comfortable on outbound collection calls.

Comfortable working from approved scripts/templates while still personalizing communication appropriately.

Detail-oriented with strong data entry / CRM or tracker discipline.

Sound judgment about when to resolve an issue directly versus escalate to a named owner.

Professional and composed when handling unresponsive, evasive, or difficult customer contacts.

Preferred

Familiarity with an ERP or accounting system (e.g., D365, QuickBooks) and customer web portals/ticketing tools.

Prior experience working within a defined escalation process and SLA-driven cadence.

Scope Boundaries

This role does not own: complex accounts, balances of $15,000 or more, parent/multi-pharmacy accounts, or any pricing, terms, scope, or commercial dispute — those remain with onshore Collections, Sales, or Commercial Operations.