Senior Collections Specialist

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers - from Fortune 500 enterprises to small businesses - across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role:

As a Senior Collections Specialist, you will take advanced responsibilities within Motive’s Collections team. You’ll serve as both a subject matter expert and leader - driving optimal collections outcomes, supporting team development, and playing a critical role in operational stability and process excellence. You’ll manage larger, more complex account portfolios, resolve escalated and high-priority cases, and proactively contribute to operational improvements. You are expected to take ownership during peak periods, deliver accurate cash forecasting, and be a champion of data integrity across core systems.

What You'll Do:

• Own high‑risk dunning workflows, prioritize by exposure and risk; act quickly post‑decline; tune cadence and retry strategies to maximize recovery while protecting the customer experience.
• Manage larger and more complex account portfolios, ensuring compliance, accuracy, and timely collections - even during peak volume periods.
• Act as the primary expert for collections-related inquiries, especially escalated or complex accounts, serving as the go-to for case resolution and support.
• Own the resolution of root causes behind collection issues by identifying patterns, recommending, and implementing process improvements to boost efficiency and minimize recurring problems.
• Consistently exceed collection targets and key performance indicators (KPIs) related to case closures, outreach, and account retention.
• Participate in financial and operational projects, representing collections expertise on cross-team initiatives (e.g., ERP, Salesforce, Zuora, spreadsheet, and internet applications projects).
• Respond to ad-hoc assignments and proactively support additional projects or tasks beyond core responsibilities, demonstrating flexibility and responsiveness to evolving business needs.
• Deliver and refine cash forecasting while supporting accurate period cutoffs during monthly close activities.
• Maintain and improve the operational integrity of collections data within relevant systems; consistently review and recommend updates to established collections SOPs to scale and optimize processes.
• Review existing SOPs, identify gaps and propose technology enhancements for operational efficiency.
• Investigate historical data of invoices, payments, refunds, chargebacks, credits, and write-offs, supporting customer account reconciliations.
• Guide and mentor collections team members, set a high standard for professionalism, and support training and onboarding.
• Coach Collections Specialists on complex accounts, communication techniques, SOP interpretation, compliance tools, and best business practices.
• Act as a trusted point of contact for escalated internal and external questions.
• Collaborate cross-functionally (Sales, Customer Success, Billing Operations, Order Management) to resolve account escalations and drive continuous process improvements.
• Support business continuity by taking ownership during high-demand periods, ensuring team reliability and accountability.

What We're Looking For:

• 2+ years of experience in collections operations, collections analysis, or an associated customer-facing role (SaaS/Quote-to-Cash experience a plus).
• Advanced skills in Excel and Google Sheets; familiarity with Salesforce, Zuora, and ERP systems.
• Strong analytical skills, ability to work independently, and demonstrated comfort with ambiguity in decision making.
• Excellent written and verbal communication skills; high attention to detail and data accuracy.
• Proven ability to work under pressure, especially during month-end close and peak-volume periods.
• Experience mentoring or supporting teammates; receptive to feedback and driven by continuous improvement.
• Bachelor’s (BA/BS) degree in accounting, finance, business administration, or related field preferred.
• Genuine empathy for customers and colleagues; resilient capacity to meet workplace demands (remote or office).

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

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All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.