Field Collection Executive

Summary:

The Collection Coordinator is a critical role in driving timely collections while fostering positive customer relationships. Operating in a fast-paced environment, this position ensures the efficient resolution of outstanding payments through proactive communication and strategic follow-ups. By leveraging multiple engagement channels—including phone calls, emails, live chats, and in-person field visits—the Collection Coordinator balances accountability with empathy, resolving payment issues and addressing customer concerns effectively. This role plays a key part in maintaining financial health, operational compliance, and customer satisfaction by adhering to established processes, maintaining accurate records, and collaborating across teams to resolve discrepancies. Success in this role is measured by consistent achievement of collection targets, adherence to KPIs, and delivery of a professional, customer-centric experience.

Responsibilities:

• Engage with customers to address pending payments and overdue accounts through proactive outreach
• Conduct regular follow-ups via phone, email, chat, and field visits to ensure timely resolution of outstanding balances
• Perform on-site visits to customer locations for payment collection and issue resolution as needed
• Identify and address customer concerns related to billing and payments, providing timely and appropriate solutions
• Maintain detailed and accurate records of all customer interactions, payment agreements, field visit outcomes, and follow-up actions
• Collaborate with internal departments to resolve billing inaccuracies, payment discrepancies, and system-related issues
• Ensure full compliance with company collection procedures, policies, and regulatory standards
• Deliver a consistent, positive customer experience while meeting established collection goals and performance metrics
• Stay current on company policies, payment plans, and evolving support initiatives to provide accurate guidance

Requirements

Requirements:

• Proven experience in collections, customer service, or a related field
• Strong communication and interpersonal skills with the ability to manage sensitive conversations professionally
• Proficiency in using CRM systems, email platforms, and basic office software
• Ability to manage multiple priorities in a fast-paced, high-volume environment
• Detail-oriented with excellent organizational and record-keeping abilities
• Understanding of billing processes and payment reconciliation principles
• Willingness to travel and conduct field visits as required
• High level of integrity, accountability, and commitment to compliance and ethical standards