Account Resolution Specialist

Account Resolution Specialist

Overview: 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