Responsibilities
- Own day-to-day management of assigned accounts, including both Autopay and non-Autopay collections efforts
- Execute consistent follow-ups, manage payment commitments, and drive timely resolution of past due balances
- Monitor aging reports, prioritize high-risk accounts, and take proactive action to reduce delinquency
- Manage Autopay activity and resolve routine payment issues while maintaining accurate records and escalating complex issues as needed
- Manage collections efforts for accounts not enrolled in Autopay, ensuring consistent outreach and follow-up
- Communicate with customers to resolve outstanding balances through one-time payments or structured payment plans
- Negotiate payment arrangements while maintaining a positive customer experience
- Track and follow up on broken payment commitments and re-engage customers toward resolution
- Identify accounts at risk and take proactive steps to prevent further delinquency
- Partner with internal teams to resolve billing discrepancies impacting payment
- Own the weekly review and monitoring of transactions in Stripe, ensuring accuracy and timely action
- Track Autopay activity, including enrollments, successful payments, and failed transactions
- Proactively identify and resolve common payment issues such as declines or expired payment methods
- Troubleshoot routine payment failures and take action to drive resolution
- Process refunds, reversals, and basic account adjustments in line with established guidelines
- Keep detailed and accurate records of all payment activity and updates
- Escalate complex payment issues as needed while maintaining ownership of resolution
Requirements
- 2+ years of experience in Accounts Receivable, Billing, Customer Service, or related
- Strong attention to detail with the ability to manage tasks accurately and independently
- Ability to solve complex problems & use critical thinking
- Ability to work in a fast-paced self-directed environment
- Ability to maintain client confidentiality
- A proactive mindset with a strong sense of ownership and follow-through
- Intermediate proficiency in Google Workspace (Sheets, Docs, Gmail)
- Knowledge of collections processes and risk assessment
- Negotiation skills
Nice to Have
- Knowledge of Salesforce & Netsuite platforms
- Knowledge of payment platforms like Stripe
Benefits
- Medical, Dental, Vision, & Life Insurance
- 401K Plan
- Open PTO and sick days
- A supportive team to help you grow your career and unlock your full potential
- The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category
Team
Team size: 275+
Additional Information
- Be available during your scheduled working hours and give your full attention to the completion of your Second Nature job duties
- Have a quiet, professional, distraction-free environment in which to complete your work
- Have access to your own reliable high-speed internet connection
- Attend our bi-annual in-person company meetings (Second Nature will reimburse the cost of your business travel per company guidelines)
