Overview
The Senior Collection Specialist serves as a subject matter expert within the Accounts Receivable and Collections organization, driving timely collection of outstanding receivables while supporting ABM's cash flow and working capital objectives. This role partners with customers, operations, finance, and business leaders to resolve payment barriers, improve collection performance, and enhance overall cash conversion.
The Senior Collection Specialist provides guidance, training, and support to Collection Specialists while managing complex customer portfolios, leading process improvement initiatives, and supporting strategic collection efforts. This position does not have direct supervisory responsibility but serves as a functional leader, mentor, and escalation point within the team.
Benefit Information:
ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit Employee Benefits | Staff & Management
Responsibilities
Collections Management
· Manage a portfolio of high-value, complex, and strategic customer accounts.
· Conduct proactive collection activities to secure timely payment of outstanding invoices.
· Analyze aging reports and payment trends to identify collection risks and opportunities.
· Resolve escalated collection issues, disputes, deductions, and billing concerns.
· Develop and execute collection strategies for delinquent accounts while maintaining positive customer relationships.
· Support monthly and quarterly cash collection goals.
Team Leadership
· Serve as a senior resource and escalation point for Collection Specialists.
· Provide guidance, coaching, and knowledge sharing on collection best practices.
· Assist with onboarding and training of new team members.
· Support leadership in developing and maintaining standard operating procedures.
· Foster a culture of accountability, customer service, and continuous improvement.
Process Improvement
· Identify opportunities to improve collection efficiency and reduce aging balances.
· Participate in automation, reporting, and process enhancement initiatives.
· Assist in monitoring key performance indicators including DSO, CEI, past-due balances, and collection effectiveness.
· Recommend solutions to improve invoice-to-cash cycle performance.
Cross-Functional Collaboration
· Partner with Operations, Billing, Sales, and Finance teams to resolve payment delays.
· Facilitate effective communication with customers regarding payment expectations and account status.
· Support management with special projects and strategic collection initiatives.
· Represent the collections team in cross-functional meetings and process improvement efforts.
Qualifications
Required
· Bachelor's degree in Business, Finance, Accounting, or equivalent experience.
· Strong knowledge of collection practices, dispute resolution, and accounts receivable management.
· Excellent analytical, negotiation, and problem-solving skills.
· Strong verbal and written communication skills.
· Advanced proficiency with Microsoft Excel and ERP systems.
Preferred
· Experience serving in a lead or senior collections role.
· Knowledge of working capital metrics including DSO and CEI.
· Experience supporting process improvement and automation initiatives.
Success Measurement
· Achievement of individual and team collection targets.
· Reduction of past-due balances and aging receivables.
· Improvement in Days Sales Outstanding (DSO).
· Effective resolution of customer disputes and payment issues.
· Positive contribution to process improvements and team development.
· Strong partnership with internal and external stakeholders.
Leadership Expectations
Although this role does not have direct reports, the Senior Collection Specialist is expected to:
· Lead through expertise, influence, and example.
· Mentor and support Collection Specialists.
· Drive accountability and best practices across the team.
· Serve as a trusted advisor and escalation resource.
· Champion continuous improvement and operational excellence.
