Collection Specialist (Contractor)

MAJOR DUTIES AND RESPONSIBILITIES

1. Accounts Receivable Collection

• Manage the timely collection of outstanding invoices within the assigned client and Partner portfolio.
• Conduct professional and courteous collection follow-ups with clients through email and telephone in accordance with agreed payment terms and the Firm’s standard collection processes.
• Maintain regular communication with client billing and collection contacts regarding unpaid invoices, expected payment dates, remittance information, payment issues, and other outstanding requirements.
• Prioritize collection activity based on invoice ageing, value, payment terms, client risk, and agreed collection targets.
• Proactively identify long-outstanding debts and take appropriate action to reduce the risk of write-downs, write-offs, and bad debts.
• Optimize collection timelines and ensure that collection targets and budgets communicated by the Revenue Specialist are actively supported.

2. Accounts Receivable Monitoring and Reporting

• Review accounts receivable balances regularly and identify aged invoices, disputed balances, credit balances, unapplied receipts, and accounts requiring escalation.
• Maintain complete and accurate collection notes and invoice statuses in the appropriate Firm systems, using the required categorization and documentation standards.
• Provide timely and accurate updates on collection status, client commitments, expected payment dates, risks, and required actions.
• Monitor collection portfolio indicators, including accounts receivable balances, aging categories, payer categories, average collection days, and payer ratios.
• Assist with the preparation of collection reports, portfolio updates, and information required for Billing Partner and Finance reviews.

3. Collection Risk and Escalation Management

• Escalate aged and high-risk receivables promptly to the Revenue Specialist, Billing Partner, management, and other appropriate stakeholders.
• Identify collection barriers requiring Partner or client intervention, including invoice disputes, expired or insufficient purchase orders, budget limitations, missing documentation, and payment-processing issues.
• Follow the Firm’s collection escalation process and consult the applicable write-off escalation matrix when collection efforts are unsuccessful.
• Prepare the required documentation for approved credit adjustments, write-downs, and write-offs arising from the accounts receivable review process.
• Maintain a clear record of collection actions, client commitments, escalations, and agreed next steps.

4. Invoice and Payment Issue Resolution

• Work with Revenue Specialists, Billing Analysts, eBilling teams, Cash Applications, and other Finance professionals to identify and resolve issues preventing timely payment.
• Assist the wider POD in verifying that invoices have been accurately submitted and comply with client requirements and agreed payment terms.
• Consult on previously disputed invoices and underpayment cases and support the resolution of collection-related holds before revised invoices are issued.
• Work with the Revenue Specialist to resolve eBilling rejections connected with expired or insufficient purchase orders, budgets, or collection-related holds.
• Communicate directly with clients when payment-status or collection-related holds appear in the eBilling inventory.

5. Receipt, Credit and Refund Administration

• Coordinate the timely allocation of client receipts and follow up on unidentified, unapplied, or incorrectly applied payments.
• Action funds-to-be-applied items, duplicate-payment refunds, trust-fund applications, and the processing or clearing of credit memoranda.
• Monitor credit balances that may be available for allocation against outstanding invoices.
• Identify early-payment discounts and ensure that they are reviewed and actioned appropriately.
• Manage the end-to-end process for refunds relating to duplicate payments, excess payments, or cancelled invoices, including gathering client banking information and submitting the required refund documentation for approval.
• Coordinate with the Revenue Specialist and Cash team to complete the required verification and approval controls before a refund is processed.

6. Client Vendor Profile and Payment Documentation Management

• Manage client vendor-profile requirements necessary for clients to process payments to the Firm.
• Coordinate the completion of client requests for accounts receivable confirmations, banking details, ACH information, tax documentation, and related payment documentation.
• Ensure the Firm’s banking details and tax documentation are properly maintained and updated in client systems.
• Submit the appropriate request to the Cash Application vendor-form team when Firm information must be entered into a client form or portal.
• Coordinate with eBilling Implementation where vendor information is maintained within the same eBilling platform used for invoice submission or purchase-order receipt.

7. Budget, Purchase Order and Funding Monitoring

• Partner with the Revenue Specialist to monitor matters subject to client budgets, spending caps, purchase orders, or client case numbers.
• Identify invoices that cannot be released or paid because of insufficient funding, expired purchase orders, exhausted budgets, or related client requirements.
• Alert the Revenue Specialist promptly when funding issues create collection risk.
• Support direct client follow-up regarding purchase-order replenishment, budget increases, or other funding requirements where this forms part of the agreed collection process.

8. Stakeholder and POD Collaboration

• Build effective working relationships with Billing Partners, Revenue Specialists, Billing Analysts, eBilling personnel, Cash Applications, Finance management, and client payment contacts.
• Participate in POD discussions and provide clear updates on collection priorities, payment risks, client commitments, aged receivables, and items requiring escalation.
• Coordinate collection activity with other POD members to avoid duplicated client contact and ensure consistent communication.
• Maintain appropriate handover documentation for unresolved matters, escalations, and collection commitments.
• Contribute to process improvements, knowledge sharing, and cross-training that strengthen collection continuity and reduce receivables lockup.

9. Controls and Compliance

• Perform collection activity in accordance with Firm policies, approval requirements, client commitments, and standard global processes.
• Maintain accurate, complete, and current records that provide an appropriate audit trail for collection decisions and actions.
• Follow required controls for changes to client banking information, tax documentation, refunds, credit adjustments, write-downs, and write-offs.
• Handle confidential client and financial information with appropriate care and professional judgment.
• Promptly escalate control exceptions, suspected errors, or unusual client payment instructions to the appropriate stakeholder.