Collections Specialist

Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to.

Position Overview:

The Collections Specialist is responsible for maximizing cash inflow by owning the collection process for customer accounts. This individual serves as the primary point of contact for past-due receivables, aggressively pursuing payment while partnering with Customer Success, Operations, Sales, and Billing to resolve disputes that delay payments.

Success in this role requires persistence, professionalism, urgency, and the ability to hold customers accountable while maintaining strong customer relationships. The ideal candidate thrives on reducing aging receivables, isn't afraid to make difficult collection calls, and relentlessly follows until invoices are resolved.

Key Responsibilities:

• Own the portfolio of customer accounts and ensure timely collection of all outstanding balances.
• Conduct high-volume outbound collection calls and emails each day. Contact customers via phone, email, or mail to notify them of past-due balances and encourage prompt payment using strong negotiation and de-escalation skills, with the ability to handle sensitive financial conversations professionally and empathetically
• Monitor accounts receivable on a regular basis to identify and escalate overdue accounts or delinquent payments.
• Analyze account information, identify issues, and recommend practical resolution options and go-forward strategies based on customer payment history and risk profile.
• Analyze customer accounts to identify payment risks, trends, and appropriate collection strategies.
• Identify root causes of recurring collection issues and recommend process improvements. Identify recurring payment barriers and recommend process improvements to reduce future delinquency.
• Investigate billing discrepancies, resolve customer disputes, and address complaints. Coordinate with internal teams to resolve issues delaying payment.
• Partner with Sales, Customer Success, Operations, and Billing to identify recurring customer payment issues, improve communication, and recommend process enhancements that reduce future delinquency.
• Maintain detailed account histories and collection notes in NetSuite, including records of customer contacts, attempted contacts, collection efforts, and payments received.
• Ensure all collection activities adhere to legal and ethical standards, including applicable state-specific collection laws. Maintain compliance with company credit policies and contractual customer agreements.
• Drive weekly collection meetings with internal stakeholders on aged accounts. Prepare weekly status reports on unpaid balances, repayment activity, and overall collection progress.
• Support operations by providing backup coverage for the AR inbox, cash application, and customer payment processing as needed.

Qualifications:

Technical Proficiency:

• 5+ years of experience in collections experience within an MSP, SaaS, IT services, telecommunications, or recurring revenue environment.
• Bachelor’s degree in accounting
• Accounting Software proficiency- like NetSuite
• MSP Software proficiency- like ConnectWise
• Microsoft platform- Excel, Word, Teams etc.

Additional Skills:

• A collaborative mindset to work effectively both onsite and remotely.
• Ability to manage multiple issues simultaneously and maintain strong attention to detail.
• Is highly organized and able to manage many customer accounts simultaneously
• Ability to work independently and manage time effectively.

Benefits:

• Competitive salary
• Comprehensive health benefits
• Paid time off
• Opportunities for professional growth and development
• Collaborative and supportive team environment