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 & PaymentBlocker 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
