Collections Coordinators are responsible for the timely and professional collection of assigned Accounts Receivables while delivering exceptional customer service. The role serves as a primary point of contact for customers on billing and payment matters, ensuring that collection efforts are handled with professionalism, accuracy, and a solutions-oriented approach that strengthens customer relationships.
This position requires a high level of customer service, including responsiveness, professionalism, and accountability in all interactions. The Coordinator is expected to represent DCLI with integrity, communicate clearly and respectfully, and build collaborative relationships that support both the company’s financial performance and its reputation for service excellence.
Duties and Responsibilities
- Perform Collection activities on all accounts that have an outstanding balance to reduce past due balances and meet goals.
- Provide customers with completed dispute information; return completed dispute form along with applicable credit memos. Communicate any feedback from customer on resolved disputed items. Follow-up internally with outstand customer disputes.
- Provide high level of customer service and professionalism when communicating with internal and external customers.
- Contact customers via phone and e-mail to establishes reason for past due account situation; make arrangements for payments to bring account current and follow up to ensure the obligation is satisfied.
- Provide customers with DCLI payment options
- Verify payment status of outstanding invoices
- Document all customer interactions and collection activities in the system
- Recommend accounts for shutout and release.
- Review and make recommendations to leadership on delinquent accounts.
- Resend invoices and statements as required
- Review credits on account and contact the customer to obtain remittance details. Coordinate with the payment application team to ensure payments are applied correctly.
- Forward disputed invoices to appropriate parties for resolution
- Provide updates to customers regarding registration and insurance status.
- Communicate with internal stakeholders to ask for assistance in collection efforts and to resolve customer issues/disputes that are hindering collection efforts.
- Make recommendations to leadership for development, implementation and improvement of collections documents, policies and procedures.
- Proven commitment to exceptional customer service and relationship management.
- Strong emotional intelligence and ability to remain calm and professional in challenging conversations.
- Demonstrated ability to balance assertiveness in collections with diplomacy and empathy.
- Excellent listening, negotiation, and follow-up skills that promote customer trust and resolution.
- Perform other special projects and duties as assigned
Qualifications
- High School Diploma
- 5 years of business-to-business collection experience
- Proficiency with Microsoft Office for Windows, including strong Outlook and Excel skills
- Experience with collection software
- Must have excellent communication skills, both verbal and written, with the ability to effectively interface with customers and internal personnel
- Must be a team player with excellent interpersonal skills and the ability to adjust and interact with all levels of personnel
- Multitasking oriented, organized, set priorities, meet deadlines and take pride in one’s work
- Must have strong problem-solving skills and work with minimal supervision
- Must pass a pre-employment drug screening
Direct Reports
