Job Description

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Collections Representative Sr.

PRIMARY PURPOSE OF THE ROLE The Senior Collections Representative is responsible for executing the company’s collections process to support timely recovery of outstanding payments and minimizing bad debt exposure. This role applies working knowledge of accounts receivable and collections principles, practices, and procedures to evaluate delinquent accounts, investigate payment discrepancies, and determine appropriate resolution strategies.

Working independently on day-to-day responsibilities, the Senior Collections Representative exercises judgment within established guidelines to resolve moderately complex collection matters, interpret policies and procedures, and recommend appropriate actions. The role serves as a resource to internal and external stakeholders by explaining collection-related requirements, resolving inquiries, and supporting effective cash flow management.

ARE YOU AN IDEAL CANDIDATE? We are looking for driven individuals that embody our caring counts model and core values that include empathy, accountability, collaboration, growth, and inclusion.

ESSENTIONAL RESPONSIBILITIES MAY INCLUDE

• Manages a portfolio of customer accounts and proactively contacts clients regarding overdue balances using a variety of communication methods, applying established collection practices and sound judgment to secure payment.
• Reviews and evaluates account status, aging, and payment history to determine appropriate collection actions within defined policies and procedures.
• Investigates and resolves billing discrepancies, payment issues, and customer inquiries by analyzing account data and collaborating with Billing, Pricing, and Operations teams.
• Interprets policies, procedures, and account information to resolve moderately complex collection issues and recommend appropriate solutions.
• Escalates non-routine, highly complex, or sensitive matters to management when they exceed established authority or guidelines.
• Maintains accurate and complete documentation of collection activities, customer interactions, and account resolutions within designated systems.
• Prepares and analyzes aging reports and account reconciliations to support collections activity and financial accuracy.
• Communicates collection policies, payment expectations, and account status clearly and professionally to customers and internal stakeholders.
• Identifies recurring payment or billing issues and communicates trends or observations to management to support process improvement efforts.
• Supports month-end close activities by preparing accounts receivable reports, reconciling balances, and ensuring accuracy of financial data.
• Prioritizes work, manages competing deadlines, and completes assignments independently while adhering to established processes and performance expectations.
• Delivers a high level of customer service, maintaining professionalism and positive working relationships throughout the collections process.

QUALIFICATIONS

Associate’s degree in accounting, finance or a related field from an accredited college or university preferred. Three (3) years of related experience in accounts receivable or collections or equivalent combination of education and experience required.

Skills & Knowledge

• Working knowledge of accounts receivable principles, collection practices, and customer account management
• Ability to work independently on routine assignments while operating under close supervision and established guidelines
• Strong verbal and written communication skills with the ability to explain facts, policies, procedures, and payment requirements to customers and internal stakeholders
• Effective problem solving and analytical skills with the ability to evaluate account information and recommend appropriate actions within defined parameters
• Proficiency in accounting software (e.g., QuickBooks, SAP, Oracle, NetSuite) and Microsoft Excel (intermediate proficiency with pivot tables and VLOOKUPs preferred)
• High attention to detail and accuracy in financial reporting and data entry
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Customer service-oriented with a positive attitude and ability to resolve disputes professionally
• Experience with automated Accounts Receivable systems and tools (e.g., High Radius)
• Ability to recognize situations requiring management involvement and appropriately escalate complex or non-routine issues
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

TAKING CARE OF YOU

• Flexible work schedule.
• Referral incentive program.
• Career development and promotional growth opportunities.
• A diverse and comprehensive benefits offering including medical, dental vision, 401K on day one.

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.