Collections & Renewals Specialist

Role Overview:

The Collections & Renewals Specialist is responsible for managing customer payment collections, renewal-related

billing, invoice disputes, and inbound collections support cases. The role owns end-to-end collections execution across

assigned accounts to meet monthly and quarterly collections goals while delivering a professional and consistent

customer experience.

Collections Execution

• Perform outbound collections activities for assigned accounts, including current and past-due balances

• Conduct outbound calls and follow-up emails to secure payment and confirm invoice status

• Apply consistent follow-up cadence based on aging, risk, and collections guidelines

• Secure, document, and track payment commitments and next steps

• Own performance against assigned monthly and quarterly collections goals

Dispute Management & Payment Blocker Resolution

• Manage invoice disputes related to pricing, contract terms, or billing issues

• Investigate customer issues and actively drive resolution to remove payment blockers

• Escalate unresolved disputes that may delay payment, impact renewals, or affect revenue recognition

• Confirm payment expectations with customers once disputes are resolved

Inbound Case Management & KPI Adherence

• Manage inbound collections support cases, ensuring cases are properly assigned, prioritized, and documented

• Resolve inbound requests in accordance with documented KPIs, SLAs, and response time expectations

• Monitor case aging and take action to prevent missed SLAs or delayed payment

• Meet or exceed performance standards for responsiveness, resolution time, and follow-up

Contract Review & Renewal Collections

• Review executed contracts, renewal agreements, and amendments to confirm payment terms and due dates

• Ensure invoices and collections activity align with signed contractual agreements

• Support renewal collections after contract signature and ensure balances are resolved prior to renewal

effective dates

• Monitor renewal payment status and escalate risks that could impact renewal booking

Documentation & Reporting

• Accurately log all customer interactions, disputes, cases, and payment updates in systems of record

• Maintain complete and timely account notes to support KPI reporting, audits, and internal handoffs

• Support reporting related to collections performance, dispute resolution, and renewal payments

Measures of Success

• Monthly collections goal attainment

• Quarterly collections goal attainment

• Inbound case SLA compliance

• Dispute and case resolution time

• Payment blocker removal rate

• Reduction in past-due balances

• Renewal invoice payment timeliness