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Role Description

The Collections Resource is responsible for proactively contacting customers with past-due balances, negotiating payment arrangements, resolving billing disputes, and ensuring timely collection of receivables. This role requires strong organizational skills, attention to detail, persistence, and the ability to work collaboratively within a small, dynamic team environment typical of local newspaper groups.

• Monitor accounts receivable aging reports daily/weekly to identify overdue invoices (e.g., advertising, subscriptions, classifieds, or other billings).
• Make outbound collection calls, send emails, and follow up via letters or other channels to customers with delinquent accounts.
• Negotiate payment plans, settlements, or extensions while maintaining positive customer relationships where possible.
• Research and resolve billing disputes, coordinating with the sales reps including verifying delivery of services (ads placed, papers delivered), credits, or adjustments.
• Document all collection activities, communications, and payment commitments in the accounting system.
• Coordinate with sales reps to prepare and process adjustments, credit memos, or write-offs as approved.
• Collaborate with sales representatives and managers, to address root causes of delinquencies and improve future collections.
• Escalate persistent non-paying accounts to management or third-party collection agencies/legal as needed.
• Generate regular reports on collection status, aging trends, and recovery rates for management review.
• Assist with other accounting/finance tasks as needed during slower collection periods.

Qualifications

• High school diploma or equivalent; associate's degree in business, accounting, or related field preferred.
• 1–3+ years of experience in collections, accounts receivable, customer service, or a related role (media/publishing experience a plus but not required).
• Strong organizational and time-management skills with the ability to prioritize a high volume of accounts.
• Excellent communication skills — professional, courteous, and persuasive over the phone and in writing.
• Team player with a collaborative attitude; comfortable working closely with sales and other departments.
• Persistent and resilient in handling objections or difficult conversations.
• Basic proficiency in Microsoft Office (especially Excel for tracking and reporting); experience is advantageous.
• Detail-oriented with strong problem-solving abilities to investigate and resolve discrepancies.
• Understanding of basic accounting principles (invoicing, aging, credits).
• Ability to maintain confidentiality and handle sensitive financial information.