Collections Specialist 2

Summary of Position

The Collections Specialist II is an experienced collections professional responsible for managing complex and advanced-stage delinquent customer accounts. This position independently researches and resolves account issues, negotiates payment arrangements and approved settlements, manages accounts progressing toward cancellation or external collection activity, and applies sound judgment to determine appropriate next steps within established guidelines. As an advanced individual contributor, the Collections Specialist II demonstrates a high level of proficiency in Guardian's collection processes, systems, and account-resolution practices. The position may share knowledge and provide informal support to less-experienced team members but does not have formal coaching, workflow oversight, or people-management responsibilities.

Essential Functions

Advanced Collections & Portfolio Management

• Manage an assigned portfolio of complex and advanced-stage delinquent customer accounts, including accounts 121+ days past due.
• Independently execute appropriate collection strategies based on account status, history, customer circumstances, and established collection procedures.
• Contact customers through approved communication channels to secure payment and resolve outstanding balances.
• Negotiate payment arrangements and other approved account resolutions within established authority and guidelines.
• Review customer agreements, billing activity, payment history, previous collection efforts, and account documentation to determine appropriate next steps.
• Prioritize assigned accounts based on delinquency stage, balance, risk, customer circumstances, and required collection timelines.
• Meet established individual productivity, quality, recovery, and collection-performance expectations.

Advanced Account Resolution & Escalation

• Prepare eligible accounts for Final Notice and Cancel Non-Pay actions in accordance with established procedures.
• Review canceled accounts and pursue appropriate payment or settlement resolution prior to referral to third-party collection agencies.
• Reconcile complex payment and account histories to validate outstanding balances and identify discrepancies.
• Research billing, payment, service, contract, and account issues that may be preventing successful collection.
• Negotiate approved settlement arrangements within established parameters and appropriately document agreed-upon terms.
• Identify accounts requiring additional authority, specialized handling, legal review, or leadership intervention and escalate them to the Collections Team Lead or Collections Manager as appropriate.
• Partner with internal departments to resolve account issues affecting collection activity or customer resolution.

Customer Communication & Resolution

• Manage complex or challenging customer conversations using effective listening, negotiation, conflict-resolution, and problem-solving skills.
• Clearly explain account history, outstanding balances, contractual obligations, available resolution options, and next steps.
• Balance recovery of outstanding balances with Guardian's customer-service expectations and established collection practices.
• De-escalate customer concerns when possible and appropriately involve the Team Lead in escalated or sensitive situations.
• Maintain professional, respectful, and solution-oriented communication throughout the collection process.
• Recognize situations requiring additional review because of unusual customer circumstances, account complexity, or potential financial or reputational risk.

Systems, Documentation & Compliance

• Maintain advanced proficiency in Guardian's CRM, billing, payment, collection, and related business systems.
• Accurately document customer communications, payment commitments, settlement activity, collection efforts, and account status.
• Process payments and account updates accurately and in accordance with established procedures.
• Ensure assigned accounts contain appropriate documentation before progressing to cancellation, external collection, or other advanced collection stages.
• Follow Guardian policies, procedures, approval requirements, and applicable federal and state requirements governing collection activity and customer communications.
• Maintain appropriate confidentiality and security of customer, financial, and payment information.
• Identify recurring system, account, or process issues and communicate them to the Collections Team Lead or Manager.

Required Skills & Abilities

• Strong knowledge of collections, delinquency management, and account-resolution practices.
• Strong verbal and written communication skills with the ability to manage difficult financial conversations professionally.
• Strong negotiation, conflict-resolution, and customer de-escalation skills.
• Strong analytical and problem-solving skills with the ability to research and reconcile complex customer accounts.
• Ability to interpret customer agreements, billing information, payment activity, and account documentation.
• Sound judgment and ability to independently determine appropriate collection actions within established policies and authority.
• Strong attention to detail and commitment to accurate account documentation.
• Ability to independently prioritize and manage a portfolio of complex accounts in a high-volume environment.
• Strong proficiency with CRM, billing, payment, collection, and related business systems.
• Working knowledge of applicable collection practices, compliance requirements, and internal controls.
• Ability to collaborate effectively with team members and cross-functional business partners.
• Proficiency with Microsoft Office applications.

Education & Experience Required

• High school diploma or equivalent required.
• Associate degree or college coursework in Business, Finance, Accounting, or related discipline preferred.
• Three (3) or more years of progressively responsible experience in collections, accounts receivable, credit, billing, or related work preferred.
• Demonstrated experience managing delinquent or complex customer accounts required.
• Experience negotiating payment arrangements, settlements, or other account resolutions preferred.
• Experience researching complex billing or payment discrepancies preferred.
• Experience working in a high-volume customer contact environment preferred.