Sr. Collections Support Specialist

Accounting | Durham, NC, United States

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This position can be remote within the United States*

Position Summary

The Senior Collection Analyst is responsible for providing expertise and service focused on profitable returns by collecting receivables with a sense of urgency, within agreed payment terms and while striving to grow mutually beneficial connections with Avalara stakeholders by leveraging skills, knowledge and technology. This role will manage a portfolio of 200 – 250 cases, leveraging effective collection processes while adhering to controls as well as collaborating with internal and external customers to ensure collection and/or dispute resolution is achieved in a timely manner. The Senior Collection Analyst will ensure that the systems containing collection information are updated with accurate and complete customer information to facilitate accurate reporting, account reconciliation, and collaboration across the organization.

Essential Duties and Responsibilities

  • Contacts customer accounts via email and phone to follow up on past due invoices, using Salesforce to track cases and activity for both domestic and international accounts
  • Escalates queries to other internal stakeholders as necessary to resolve disputed items on the customer ledger to ensure prompt payment
  • Maintains accurate documentation of customer contact and collection activity, including customer responses, on each account within Salesforce
  • Initiates suspension/cancellation and 3rd party placement as required, ensuring all necessary steps have been taken prior to taking such action
  • Act as a main point of contact for complex issues and internal escalations
  • Focus on continuous improvement and recommend process efficiencies
  • Work with cross functional teams on reporting and projects

Qualifications

  • Bachelor's degree and 8+ years working B2B collection portfolios, or equivalent
  • Sharp attention to detail with a high level of accuracy
  • Analytical, with a problem-solving approach to work
  • Exceptional communication skills, both verbal and written
  • Action Oriented, with excellent time management and organizational skills
  • Intermediate to advanced knowledge of Excel
  • Working knowledge of Salesforce and NetSuite
  • SaaS experience a plus

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