Account Resolution Specialist

Account Resolution Specialist

This position is responsible for locating and notifying customers with delinquent accounts and attempting to secure payment or payment plans to bring their accounts current.
Qualifications:

High school diploma or equivalent required
1+ year of collections, accounts receivable, customer service, or related experience preferred
Strong communication, negotiation, and customer service skills with the ability to handle difficult conversations professionally
Strong problem-solving skills and the ability to investigate account issues, identify solutions, and resolve barriers to payment
Basic computer skills, including Microsoft Office and the ability to learn company software systems
Primary Responsibilities

Handle and resolve customer accounts that are 30, 60, 90+ days past due
Focus on commercial delinquent accounts, with support to residential accounts as needed
Contact customers by phone and email to recover outstanding balances
Bring delinquent accounts current through payments or approval payment agreements
Provide invoices, statements, account summaries, or other requested documentation to customers
Explain charges, rate structures, and account activity relevant to the past-due balance
Assist with verifying service levels or scheduling service (only when needed to resolve the balance)
Work with internal departments (billing, customer service, dispatch, sales) to resolve issues delaying payment
Record all communication, payment commitments, and account actions in the system accurately
Monitor assigned accounts using aging reports and follow the appropriate follow-up schedule
Maintain professionalism and follow all company guidelines, policies, and confidentiality standards
Any other tasks or projects as assigned