Collections Specialist

Collections Specialist

• Manage a portfolio of customer accounts and proactively drive timely payment through organized, professional collections activity.
• Use accounts receivable aging, account-level data, and sound judgment to prioritize risk, resolve payment issues, and support AR reporting.
• Partner across Sales, Licensing, and other teams while improving dunning workflows and collection processes to increase effectiveness and reduce manual effort.

About the Role

• Manage a portfolio of customer accounts, proactively follow up on outstanding receivables, and maintain professional communication regarding invoices, payment status, and customer commitments.
• Review accounts receivable aging, identify past-due balances and trends, and prioritize collection activity based on risk and business impact.
• Research delayed or disputed payments, identify root causes, and partner with Sales, Licensing, and other stakeholders to resolve account and payment issues while maintaining ownership through resolution.
• Maintain accurate records of collection activity, disputes, commitments, follow-up actions, and escalations, and support AR reporting and analysis of aging trends, collection status, and key metrics.
• Manage and optimize systematic dunning parameters and automated collection workflows, including rules, timing, communication cadence, and escalation criteria; evaluate performance and recommend adjustments.
• Identify recurring collection challenges and process gaps, and develop practical solutions that improve collection effectiveness, customer experience, and broader Accounts Receivable initiatives.

We are looking for you if you have

• 3+ years of experience in collections, accounts receivable, or a similar customer-facing financial role; B2B collections experience is preferred.
• Strong organizational and time-management skills, with the ability to independently manage a portfolio of accounts, competing priorities, and follow-through.
• Excellent written and verbal communication skills, with a professional and persistent approach to customer follow-up and strong cross-functional relationship-building skills.
• Strong problem-solving and analytical skills, with comfort working with aging reports, account-level data, and issues that require investigation through resolution.
• Experience with ERP, billing, accounts receivable, CRM, or customer account management tools; experience managing automated dunning processes or collection workflows is preferred.
• Strong Excel or spreadsheet skills, attention to detail, adaptability, and a continuous-improvement mindset focused on finding smarter and more efficient ways of working.

Why you should join the SmartBear crew

• You can grow your career at every level.
• We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
• We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
• We are guided by a People and Culture organization - an important distinction for us. We think about our team holistically – the whole person.
• We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.