The Collections Specialist will manage accounts receivable for a U.S.-based HVAC company, focusing on improving cash flow by making outbound collection calls, resolving disputes, and maintaining accurate records. This remote, full-time role is with OnlyExperts and requires working night shifts aligned with New York business hours, with immediate start.
What You'll Do
- Make high-volume outbound collection calls (up to 50 per day) to customers with outstanding balances using RingCentral (all calls are recorded).
- Work on an active accounts receivable balance from the clients.
- Research and review customer files during live conversations to provide accurate and informed updates.
- Handle sensitive or challenging conversations with professionalism, patience, and clarity.
- Maintain detailed call records and collection notes in the system.
- Identify and execute upsell or cross-sell opportunities during conversations, when appropriate.
- Collaborate with internal teams (finance, operations, and sales) to resolve any disputes or account issues.
- Propose improvements to the collections workflow and customer engagement strategies.
What We're Looking For
- Minimum of 4 years of experience in collections, accounts receivable, or similar BPO roles—preferably for U.S.-based clients.
- Prior work experience in a BPO environment is highly preferred.
- Excellent spoken and written English; must be confident, articulate, and clear on calls.
- Demonstrated ability to handle high call volumes and challenging customer conversations.
- Strong technological skills; ability to work across multiple systems during live interactions.
- Familiarity with RingCentral or similar VoIP systems is a plus.
- Comfortable working in a fast-paced, target-driven environment.
- Must be willing to work New York business hours (night shift in PH or similar time zones).
- Ready to start immediately.
Nice to Have
- Background in HVAC, construction, or service-based industries.
- Experience in upselling or account expansion during collections or support calls.
- Basic knowledge of collections compliance and U.S. financial regulations.
Technical Stack
- RingCentral
- VoIP systems
Work Mode
- Remote
- Night shift aligned with New York, U.S. business hours