Consumer Collection Specialist

One of the pillars of our North American division is spread across four different sites in Mexico where a blend of manufacturing and fabrication occurs. At each location we pride ourselves on exemplary safety and employee-first standards, as we pioneer production processes to be best in class. It is our focus on quality and growth that makes us an employer of choice and helps us maintain our culture of excellence.

Position Overview

The Consumer Collections Specialist is responsible for collecting payments and resolving overdue consumer accounts while maintaining a professional, empathetic, and customer-focused approach. This position requires full professional fluency in English, both verbal and written, as it involves daily interaction with English-speaking customers to collect payments, resolve billing concerns, and ensure a positive customer experience. The analyst ensures timely follow-up on past-due payments, uses data-driven insights to improve collection effectiveness, and supports continuous process improvement within the Accounts Receivable (A/R) function.

What you'll do

An employee in this position may be called upon to perform any or all of the following essential functions. The following examples are not intended to be a comprehensive representation of all duties an employee may be asked to perform.

Collections & Account Management:

• Contact consumers with past-due balances via phone, email, and other approved channels in accordance with company policy and applicable consumer protection laws.
• Communicate clearly and confidently in English to collect payments, negotiate repayment plans, and resolve account issues.
• Handle incoming customer inquiries regarding billing, payments, and account disputes with empathy, accuracy, and professionalism.
• Research and resolve exceptions or discrepancies in invoices, payments, and account activity.
• Document all consumer interactions, payment commitments, and follow-up actions accurately in the system of record.
• Identify accounts for escalation, write-off, or further review based on delinquency status or payment behavior.

Operational Support:

• Process payments on consumer accounts for credit card declines, non-sufficient funds or general past due balances.
• Review account status reports and manage the collections queue daily to ensure timely follow-up.
• Collaborate with customer care and finance teams to ensure alignment on billing, refunds, and dispute resolutions.
• Identify opportunities for process improvement to enhance collection efficiency and customer satisfaction.

Who you are

• High school diploma or equivalent required. Associate or bachelor's degree in accounting, Finance, Business Administration, or a related field preferred.
• Fluent in English (both verbal and written) — this is a mandatory requirement.
• Must demonstrate strong communication skills to speak confidently and clearly with consumers regarding payments and account issues.
• Proven ability to communicate with empathy and professionalism while resolving payment concerns.
• Knowledge of consumer credit and collections principles, as well as familiarity with consumer data privacy and debt collection regulations.
• Proficiency in ERP or CRM-based receivables and collections systems.
• Proficient in Microsoft Excel and Word.
• Strong problem-solving, time management, and organizational skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Demonstrated initiative in seeking solutions and improving processes.
• Professional and composed in difficult or emotional customer situations.

What's in it for you

• Competitive compensation package including annual bonus
• Generous benefits package including major medical expenses and life insurance
• Vacation days
• Vacation premium
• Paid time off
• Christmas bonus
• Food vouchers and cafeteria service
• Savings fund
• Career developmental opportunities
• A company culture that prioritizes internal development

Please note, all offers presented to candidates are carefully crafted to ensure market competitiveness, equity, and reflect the individual candidate's education, experience, skills and potential.

Hunter Douglas is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.

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