Role Description The Collections Specialist is responsible for managing the day-to-day collections process and ensuring timely payment of outstanding customer invoices. This role serves as a key point of contact between our clients and internal teams, maintaining professional communication, tracking payment commitments, documenting collection activities, and helping drive successful payment outcomes. The ideal candidate is highly organized, detail-oriented, and an exceptional communicator who can manage a large volume of customer interactions while maintaining positive client relationships. This individual must be comfortable balancing persistence with professionalism and possess the ability to navigate payment conversations with confidence and tact. Key Responsibilities - Collections Management - Monitor outstanding customer invoices and prioritize collection efforts based on aging and payment history. - Conduct consistent and professional follow-up with customers regarding past-due invoices. - Maintain a structured collection cadence to maximize payment recovery while preserving positive client relationships. - Obtain payment updates, expected payment dates, and supporting information from customers. - Escalate collection risks, payment delays, disputes, or concerns as appropriate. - Client Communication - Communicate clearly and effectively through email and other communication channels. - Build strong working relationships with clients while maintaining accountability for payment commitments. - Handle sensitive payment conversations professionally and diplomatically. - Follow up persistently without creating a negative customer experience. - Documentation & Organization - Maintain detailed records of all collection efforts, customer communications, payment commitments, and follow-up activities. - Ensure collection notes are accurate, complete, and entered timely into company systems. - Track outstanding action items and follow-up dates across a large volume of invoices and customers. - Maintain organized records that provide visibility into account status and collection progress. - Internal Collaboration - Provide regular updates to internal stakeholders regarding the status of outstanding invoices and collection efforts. - Respond to inquiries regarding payment status, collection activity, and customer communication history. - Collaborate with Finance, Operations, to resolve issues impacting collections. - Escalate accounts requiring management attention or intervention. - Reporting & Process Improvement - Assist with weekly and monthly collections reporting. - Monitor aging trends and identify accounts requiring additional attention. - Help identify opportunities to improve collection processes and communication workflows. - Support initiatives aimed at improving collection performance and reducing outstanding balances. Qualifications - 3+ years of collections, customer account management, customer service, or related experience. - Previous experience working for a U.S.-based company. - Exceptional written and verbal communication skills. - Strong professional email communication experience. - Outstanding organizational and time-management skills. - Ability to manage a high-volume workload with competing priorities. - Strong attention to detail and documentation practices. - Ability to maintain professionalism in challenging conversations. - Proficiency in Microsoft Excel, Google Sheets, and CRM/account management systems. Preferred Qualifications - Experience in a high-volume collections environment. - Experience working with agencies, media companies, marketing organizations, or service-based businesses. - Experience managing large customer portfolios and complex customer relationships. Success Metrics - Collection effectiveness and reduction of overdue balances. - Timeliness and consistency of customer follow-up. - Accuracy and completeness of collection documentation. - Quality of internal and external communication. - Responsiveness to stakeholder inquiries. - Ability to successfully manage a large volume of accounts and follow-up activities. Reporting Structure - Reports to: VP of Finance, Operations & HR Benefits - A fully remote work environment. - Opportunities for professional growth and career development. - A collaborative and supportive team culture. - Exposure to a fast growing creator economy industry. - The ability to make a meaningful impact on company operations and success.

• Follow SOP’s to reduce aging AR >60‑day balances • Outreach to customers by phone, email, and/or letters • Handle sensitive information in a confidential manner • Prepare updates on account resolution for various levels of leadership • Document all activities and attempts to reduce balances • Prepare placement packages for outside attorneys for possible litigation • Communicate via telephone with operations management, physicians, attorneys, and internal customers • Utilize tools to obtain improved billing information • Perform research and evaluation of complex projects/assignments to identify and measure financial implications • Analyze and determine areas for process improvement and education

Role Description The Credit & Collections Analyst will serve as the primary customer contact for the credit & collections, customer service and cash application functions of an assigned portfolio. This position will manage the customer base in a positive manner and will help the department reach its cash collection and DSO goals. The Credit & Collections Analyst will be responsible for the credit and collection efforts, as directed by the Manager of Credit and Collections to ensure the proper account coverage across the delinquent portfolio and provide daily feedback on unresolved issues. The position reports to the Supervisor of Credit and Collections. Job Responsibilities - Responsible for collection activities of the assigned portfolio, including but not limited to ensuring consistent, timely follow up, as well as adherence to the standards of responsible collection practices. - Follow up to customers within a “customer focused” framework; leading to the resolution of payment issues, by proactive identification and resolution methods. - Analyze customer invoices to ensure contract terms and conditions are being followed. - Cash applications and adjustments to specific accounts as provided by Treasury backup. - Resolution of Customer Email and Phone inquiries expected within a 24 hour turn-around. - Gather credit and/or collections reference information, as required when needed. - Complete ad hoc projects and related deliverables, as assigned. - Proven ability to manage competing priorities under tight deadlines. - Understand/review customer’s claims and able to find quick resolution. - Handle dispute resolution for Fortune 500 customer accounts by investigating and researching claims, deductions, or disputes to determine validity in a timely fashion. - The ability to effectively answer questions and resolve issues with limited information. - Ability to take initiative to quickly research and identify the right solution to uncommon issues or inquiries. Qualifications - Dispute resolution for Fortune 500 customer accounts is highly desired. - Must have strong general knowledge of the billing and collections process cycles. - Must possess strong written and verbal communication skills with the ability to articulate challenges and present actions and solutions, along with excellent customer service skills. - Have the ability to work well under pressure while maintaining a professional and positive demeanor and continually multi-task to meet deadlines. - Ability to work effectively in a matrix organization using interdepartmental communication. - Strong negotiation skills and use solid judgment in changing a customer’s objections into a commitment to pay. Requirements - Experience with dispute resolution for Fortune 500 customer accounts by investigating and researching claims, deductions, or disputes to determine validity in a timely fashion. - Three to five years previous collections experience within an Accounting environment (previous high-tech experience preferred). - Experience in a multi-functional role and using multi-company accounting software package – Oracle Preferred. - 4 year college degree preferred, but not required in Accounting, Business or equivalent experience. - Complete use and functionality of the Microsoft 2010 Office product suite. - Advanced level Excel experience is required. Benefits - Excellent Health, Dental & Vision Insurance. - Retirement 401(k) Savings Plan. - Generous paid time off policy including paid parental leave.

• Reduce aged accounts receivables and lower DSO within an assigned portfolio • Execute daily business-to-business collection outreach efforts • Engage with clients across various U.S. industries to secure payments • Maintain detailed records of outreach actions, outcomes, and follow-up steps • Collaborate with the billing team and Financial Analysts to resolve issues and expedite payments • Escalate collections issues to leadership when necessary • Identify, document, and implement best practices and process improvements