Collection Operation Specialist

About the role

You own the end to end processing of payments operations and customer collaboration tasks within Motive's billing ecosystem. You are responsible for ensuring that payments are collected accurately, posted on schedule, and reconciled to bank records without delay. You investigate and resolve payment discrepancies while maintaining clear communication with both internal teams and customers. You manage a diverse portfolio of customer groups including Term Collections, Vendor Finance, Fuel Card Partners, and Credit Collections. You guide these cases through completion with high accuracy and adherence to policy. You analyze credit card usage trends and decline reasons to propose improvements that reduce involuntary churn. You create and track cases in Salesforce for unpaid invoices and work closely with billing to resolve issues and recover accounts. You handle escalated payment disputes and complaints while collaborating with customer service, finance, and legal teams. You support a wide range of operational collections activities such as refunds, chargebacks, payment plans, account closures, and third-party collections questions.

Key facts

What you'll do

Process incoming payments accurately across USD, CAD, and MXN currencies using daily cash sheets and banking portal reports.

Apply payments to the correct customer accounts to ensure transactions are posted correctly and bank records stay aligned.

Perform daily checks on payment batches and investigate any gaps or mismatches immediately.

Trace payment differences to the source and correct them quickly to maintain accurate records.

Handle specific customer groups such as Term Collections, Vendor Finance, Fuel Card Partners, and Credit Collections with high accuracy.

Create vendor finance rebate cases and ensure they are processed according to policy and timelines.

Study credit card payment trends and decline reasons to suggest actions that improve authorization rates.

Create Salesforce records for unpaid invoices to track and troubleshoot payment problems effectively.

Work with the billing department to resolve processing errors and support account recovery efforts.

Manage complex payment disputes and customer complaints in collaboration with customer service, finance, and legal teams.

Manage refund requests, chargebacks, payment plan changes, account closures, bulk invoices, and invoice breakdowns.

Update Bill-to contacts, handle split or deferred payments, and clear invoices to support opportunity closure.

Support hardware returns, account reactivations, W-9 form requests, and third-party collections inquiries in line with privacy standards.

Reach out to customers before payments become late to identify initial payment failures and reduce future disruptions.

Explain payment issues clearly and guide customers through corrective steps to keep service uninterrupted.

Respond to customer emails about payments and accounts within a strict three-hour window through Billing, CSA, CSA Priority, BFS, CSM, and Spanish Support channels.

Manage all ACH return and chargeback cases by identifying root causes, initiating recovery, updating accounts, and explaining situations to customers.

Collaborate with billing teams on overdue accounts to manage cancellations and transitions to third-party collections when needed.

Use spreadsheets, banking portals, Salesforce, and ERP systems daily to perform accurate and timely operations.

Learn quickly and apply lessons to improve payment success rates and operational efficiency in a fast changing environment.

Requirements

You have practical experience in collections or payment processing, ideally one to two years in customer finance or a related field.

You are comfortable working with payments in multiple currencies including USD, CAD, and MXN.

You review money entries with great care to prevent posting errors and catch details that others might miss.

You explain financial issues to customers in a way that is easy to understand without technical jargon.

You maintain clear and professional communication in both written and verbal interactions.

You work independently while thriving in a fast setting where priorities and tools can change quickly.

You are proficient in using spreadsheets, banking portals, Salesforce, and ERP systems for daily tasks.

You reconcile figures and solve operational problems quickly while managing many case types at the same time.

You accept feedback openly and look for ways to improve processes and outcomes.

Nice to have

Knowledge of Zuora is helpful but not required for managing billing and payment operations.

Practical notes

All communication must comply with privacy and data security standards when handling sensitive information.