Collections Specialist

ABOUT THE COMPANY

SERVPRO Team SPG, based in Encino, California, is a leader in remediation and restoration, providing best-in-class service to handle emergency and reconstruction needs 24/7. Our goal is to help minimize the interruption to your life and quickly make it "Like it never even happened."

JOB DESCRIPTION

The Collections Specialist is a customer-facing role dedicated 100% to collecting outstanding receivables. This position works directly with customers, insurance carriers, and adjusters to secure payment on past-due balances, resolve billing disputes, and move accounts to resolution while upholding SERVPRO Team SPG’s customer care standards. The ideal candidate understands how restoration and insurance-claims billing works, is comfortable having direct conversations about outstanding balances, and stays professional and solution-focused when a customer is frustrated.

PRIMARY RESPONSIBILITIES

• Manage an assigned portfolio of past-due accounts through consistent outbound calls, emails, and follow-ups to secure payment
• Communicate directly with customers, insurance carriers, and adjusters to resolve outstanding balances
• Review invoices, estimates, and job file documentation to understand what was billed and why before engaging the customer
• Investigate and resolve billing and payment disputes, coordinating with the billing, AR, project management, and job file teams to remove payment barriers
• Negotiate payment arrangements and document all contacts, commitments, and next steps in the system of record
• Monitor accounts receivable aging and prioritize follow-up based on balance, age, and risk
• Deliver a professional, empathetic, customer-focused experience in every interaction, consistent with SERVPRO Team SPG’s customer care expectations
• Escalate unresolved or high-risk accounts to the Collections Manager with clear supporting documentation
• Provide regular collections activity and status updates as needed

POSITION REQUIREMENTS

• 2+ years of collections, accounts receivable, or billing experience, including direct customer-facing collections responsibility
• Working knowledge of invoicing and billing processes, with the ability to explain charges clearly to customers
• Proven ability to handle disputes and difficult conversations with professionalism and composure
• Experience in restoration, construction, or insurance-claims collections strongly preferred
• Excellent verbal and written communication, negotiation, and customer service skills
• Strong organization and follow-through, with the ability to manage a high volume of accounts and document every interaction
• Proficiency in Microsoft Excel; experience with NetSuite or a similar ERP/accounting system a plus
• High school diploma/GED required; Associate’s degree preferred
• Must be able to work in person 5 days per week
• Must be authorized to work lawfully in the United States and able to successfully complete a background check subject to applicable law

POSITION DETAILS

• Full-Time, Non-Exempt (Hourly)
• In-Person, Encino, CA
• Pay: $30.00 – $35.00 per hour, based on experience

PHYSICAL DEMANDS

• Primarily office-based work in a climate-controlled environment
• Prolonged periods of sitting at a desk and working on a computer
• Frequent use of hands and fingers for typing, writing, and handling documents
• Repetitive motions, including keyboarding and use of a mouse
• Extended periods of talking and listening on the phone, plus frequent virtual and in-person communication
• Close visual acuity for reading documents and viewing computer screens
• Occasional standing, walking, bending, reaching, and filing
• Occasional lifting and carrying of files or supplies up to 25 pounds
• Ability to open filing cabinets and bend or stand on a step stool as needed

SERVPRO Team SPG will consider qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance and the California Fair Chance Act.