Portal Collections Specialist

Job Description: Portal Collections Support Specialist

Position Summary

The Portal Collections Support Specialist is a collections professional responsible for managing and resolving outstanding payments through online customer platforms and portals. This role requires prior experience with both internal financial systems and external portals (e.g., Availity, UHC Portal, Coupa, Ariba, ServiceChannel, etc.), as well as strong communication, negotiation, and problem-solving skills. The Specialist ensures timely debt recovery, accurate account management, and maintains positive customer relationships while adhering to company policies and financial regulations.

Key Responsibilities

- Customer Communication: Contact customers via email, phone, and designated portals to discuss payment status, resolve issues, and set up payment arrangements.

- Dispute Resolution: Investigate and resolve payment disputes, ensuring accuracy of account information and timely resolution of outstanding issues.

- Payment Processing: Process payments, credits, and account modifications within the portal and financial systems.

- Account Management: Monitor delinquent accounts, track aging reports, and maintain detailed records of customer interactions and payment history.

- System Utilization: Use both internal ERP/financial software and external customer billing portals to manage collections, update account status, and reconcile discrepancies.

- Compliance and Policy Adherence: Ensure all collections activity complies with company policies, contractual obligations, and relevant state/federal regulations.

- Collaboration: Partner with internal teams (e.g., Accounting, Sales, Operations) to resolve issues, provide account clarity, and support customer satisfaction.

Essential Skills and Qualifications:

Education:

- Associate’s or Bachelor’s degree in Accounting, Finance, Business Administration, or a related field (preferred)

- Equivalent work experience in lieu of a degree may be considered.

Experience:

- 2–4 years of experience in accounts receivable, collections, or billing.

- Prior hands-on experience with customer portals (e.g., Availity, UHC, Coupa, Ariba, Service Channel, SAP, etc.) required.

- Experience in service-based industries is a plus.

Technical Skills:

- Proficiency with ERP/financial systems (NetSuite, SAP, or equivalent).

- Strong working knowledge of Microsoft Excel (VLOOKUP, pivot tables, reporting).

- Familiarity with CRM systems for account tracking and documentation.

Professional Skills:

- Excellent verbal and written communication, with the ability to handle sensitive customer conversations.

- Strong negotiation skills to set up payment arrangements and drive resolutions.

- Analytical and problem-solving skills for identifying and resolving discrepancies.

- Highly detail-oriented with a focus on accuracy in high-volume environments.

- Customer-service mindset—able to balance collections effectiveness with maintaining positive client relationships.