Senior Collections Specialist

About the Role:

As a Senior Collections Specialist, you will take advanced responsibilities within Motive’s Collections team. You’ll serve as both a subject matter expert and leader—driving optimal collections outcomes, supporting team development, and playing a critical role in operational stability and process excellence. You’ll manage larger, more complex account portfolios, resolve escalated and high-priority cases, and proactively contribute to operational improvements. You are expected to take ownership during peak periods, deliver accurate cash forecasting, and be a champion of data integrity across core systems.

What You'll Do:

• Own high‑risk dunning workflows, prioritize by exposure and risk; act quickly post‑decline; tune cadence and retry strategies to maximize recovery while protecting the customer experience.
• Manage larger and more complex account portfolios, ensuring compliance, accuracy, and timely collections—even during peak volume periods.
• Act as the primary expert for collections-related inquiries, especially escalated or complex accounts, serving as the go-to for case resolution and support.
• Own the resolution of root causes behind collection issues by identifying patterns, recommending, and implementing process improvements to boost efficiency and minimize recurring problems.
• Consistently exceed collection targets and key performance indicators (KPIs) related to case closures, outreach, and account retention.
• Participate in financial and operational projects, representing collections expertise on cross-team initiatives (e.g., ERP, Salesforce, Zuora, spreadsheet, and internet applications projects).
• Respond to ad-hoc assignments and proactively support additional projects or tasks beyond core responsibilities, demonstrating flexibility and responsiveness to evolving business needs.
• Deliver and refine cash forecasting while supporting accurate period cutoffs during monthly close activities.
• Maintain and improve the operational integrity of collections data within relevant systems; consistently review and recommend updates to established collections SOPs to scale and optimize processes.
• Review existing SOPs, identify gaps and propose technology enhancements for operational efficiency.
• Investigate historical data of invoices, payments, refunds, chargebacks, credits, and write-offs, supporting customer account reconciliations.
• Guide and mentor collections team members, set a high standard for professionalism, and support training and onboarding.
• Coach Collections Specialists on complex accounts, communication techniques, SOP interpretation, compliance tools, and best business practices.
• Act as a trusted point of contact for escalated internal and external questions.
• Collaborate cross-functionally (Sales, Customer Success, Billing Operations, Order Management) to resolve account escalations and drive continuous process improvements.
• Support business continuity by taking ownership during high-demand periods, ensuring team reliability and accountability.

What We're Looking For:

• 2+ years of experience in collections operations, collections analysis, or an associated customer-facing role (SaaS/Quote-to-Cash experience a plus).
• Advanced skills in Excel and Google Sheets; familiarity with Salesforce, Zuora, and ERP systems.
• Strong analytical skills, ability to work independently, and demonstrated comfort with ambiguity in decision making.
• Excellent written and verbal communication skills; high attention to detail and data accuracy.
• Proven ability to work under pressure, especially during month-end close and peak-volume periods.
• Experience mentoring or supporting teammates; receptive to feedback and driven by continuous improvement.
• Bachelor’s (BA/BS) degree in accounting, finance, business administration, or related field preferred.
• Genuine empathy for customers and colleagues; resilient capacity to meet workplace demands (remote or office).