Collections Specialist

About the role

Thryv is looking for a Collections Specialist to boost customer retention and satisfaction while managing a portfolio of clients facing payment issues. The role works through a team-based approach, collaborating with sales and operations teams to assess each situation, identify disputes or obstacles to payment and suggest solutions.

Key responsibilities

• Manage Salesforce cases generated automatically for delinquent accounts, following established processes and ensuring timely follow-up and resolution throughout the dunning lifecycle.
• Handle inbound and outbound client communications proactively, prioritising outstanding balances and delinquencies while reinforcing the value of Thryv products to support retention.
• Meet or exceed performance metrics and goals for the assigned portfolio.
• Partner with Client Care, Billing, Cash Applications, Sales and TSS to resolve disputes, billing errors, cancellations and misapplied funds, and to provide product and program support.
• Process payments using all available system methods and negotiate payment plans, arrangements or settlements to resolve balances and prevent cancellation.

Required profile

• High school diploma/GED (or international equivalent) required; associate's degree preferred.
• Up to 2 years of related experience required; 2+ years preferred.
• Knowledge of B2B collections and accounts receivable procedures.
• Ability to resell the value of the client's program and to build rapport while finding the reason for delinquency.
• Time management and organisational skills, with the ability to balance multiple priorities and multitask across systems.
• Must be 18 or older, able to travel less than 5% of the time, and willing to complete pre-employment screening and any required training or orientation.

Required skills

• Salesforce
• KGen
• Windows and Microsoft Office
• Strong written and verbal communication and conflict resolution

What we offer

• Private medical insurance and life insurance
• Remote work
• Electricity and internet subsidy
• Flexible extra time off and paid time off during winter
• International discounts and internal programs