Collections Specialist

Summary

Join Fastly as a Collections Analyst and focus on managing aging accounts, recovering outstanding payments, and maintaining healthy cash flow. You will review and prioritize aging accounts, communicate with customers to secure payments, investigate payment discrepancies, and maintain detailed records. This role requires proven experience in collections, strong communication and negotiation skills, proficiency in accounting software, and attention to detail. Fastly offers a hybrid work model, competitive salary, and a comprehensive benefits package including medical, dental, vision, life, disability insurance, 401k, paid time off, and more.

Requirements

• Proven experience in aging collections or a related collections role (within a SaaS or subscription-based industry is strongly preferred)
• Exceptional communication and negotiation skills, with the ability to navigate challenging conversations effectively
• Strong attention to detail and organizational skills
• Proficiency in using accounting software and Microsoft Office Suite (Excel, Word, Outlook)
• Self-motivated and able to work independently with minimal supervision

Responsibilities

• Review and prioritize aging accounts to identify overdue invoices and delinquent customers
• Contact customers with overdue balances through various communication channels (phone calls and emails)
• Employ effective negotiation and persuasion techniques to secure payment commitments and resolve outstanding issues
• Investigate and resolve discrepancies between invoices and payments for aged accounts
• Accurately apply payments received to aging accounts and update records in the company's financial system
• Maintain detailed records of collections activities, including notes from customer interactions, payment plans, and promises to pay
• Generate regular reports on the status of aging accounts and provide insights into collections efforts
• Respond to customer requests for standard AR issues including credit card receipts, invoice copies, remittance information, short pay amounts & account reconciliations
• Review open and aging accounts for collections efforts
• Conduct collections campaigns that consist of emails on a regular cadence (phone calls as needed)
• Assist with arranging debt repayment or establish repayment schedules, based on customers’ financial situations
• Create and upkeep regular collections-related reporting
• Contribute ideas for collections method improvements and help drive collections strategy

Preferred Qualifications

• Tesorio, NetSuite, Aria
• Experience using Netsuite ERP and SFDC
• Tesorio and Aria are highly desirable as well as knowledge of G-Suite and Microsoft Office applications
• A team player willing to work across multiple functions within the AR and Accounting Organization
• Strong analytical skills, exceptional organization and time management skills and the ability to work autonomously while also collaborating across functions and teams
• High degree of accuracy and attention to detail
• Strong verbal and written communication skills
• Able to excel in a fast-paced environment and be adaptable to changing responsibilities and priorities

Benefits

• Medical, dental, and vision insurance
• Family planning, mental health support along with Employee Assistance Program
• Insurance (Life, Disability, and Accident)
• A Flexible Vacation policy and up to 18 days of accrued paid sick leave
• 401(k) (including company match)
• An Employee Stock Purchase Program
• 10 paid local holidays
• 11 paid company wellness days
• This role may be eligible to participate in Fastly’s equity and discretionary bonus programs
• Hybrid work model