• Manage the end-to-end collections process, including issuing initial invoices, following up on outstanding balances, and resolving invoice disputes in a timely manner • Provide post-close audit reporting related to billing and collections activity • Ensure efficient processing of all collections activities, including updating and maintaining customer payable contact information • Serve as the subject matter expert to the business on effective collections practices and policies • Own the AR aging report and produce weekly and monthly collections metrics including DSO, collection rate, and bad debt reserve • Present collections trends and insights to the Deal Desk Director and Finance leadership, surfacing risks and recommended actions • Leverage AI tools to automate aging report generation, flag high-risk accounts, and draft executive-ready summaries • Serve as the primary point of contact for customer billing inquiries, building relationships with customer AP teams to proactively prevent payment delays • Maintain accurate and up-to-date customer payable contact records, anticipating personnel changes that could disrupt payment workflows • Use AI-assisted drafting tools to produce timely, professional customer communications that balance collections urgency with relationship preservation • Manage a formal escalation path for delinquent accounts, coordinating with Sales, Legal, and Customer Success when accounts require executive outreach or collections agency involvement • Triage and resolve invoice disputes efficiently, documenting root causes and identifying recurring issues to drive upstream process fixes • Apply AI-powered triage to prioritize dispute queues and surface resolution recommendations based on account history and contract terms • Manage the bad debt write-off process, including documentation, approval workflows, and coordination with the Controller or VP Finance • Perform periodic bad debt reserve analysis, ensuring reserve levels appropriately reflect aging trends and collection risk • Maintain audit-ready write-off records in compliance with internal controls and accounting policy • Own collections policy and procedure documentation, ensuring all workflows are clearly defined, consistently followed, and updated as processes evolve • Ensure SOX-relevant collections controls are documented and audit-ready, partnering with the accounting team during internal and external audits • Build and maintain AI prompt libraries and workflow templates that enable the team to scale collections operations efficiently and consistently • Leverage AI-powered platforms (e.g., Claude, Abnormal’s internal AI tools) to automate repetitive collections tasks such as invoice follow-up sequencing, customer communication drafting, and dispute triage • Identify opportunities to integrate AI tooling into the collections workflow, including intelligent prioritization of aging receivables and automated cash application matching • Partner with the Deal Desk Director and cross-functional stakeholders to evaluate, test, and implement AI-assisted process improvements that reduce manual effort and improve collection cycle times • Build and maintain prompt libraries, workflow templates, and documentation to scale AI-assisted processes across the team • Monitor AI-generated outputs for accuracy and compliance, ensuring all automated communications and reporting meet Abnormal’s standards

Role Description As a Collection Specialist , you are expected to contact clients and collect outstanding payments. You are to patiently and professionally communicate with customers in order to encourage them to pay their debts. You will strike a balance between maintaining trustful relationships and ensuring timely payments. Qualifications - At least 9 months of BPO - Collections experience in International accounts - Must be capable of using dialers - Must have proven account management experience - Familiar with collection laws and regulations - Excellent verbal and written communication skills - Good customer service orientation Requirements - Operating System - At least Windows 11 OS installed - Processor - At least a 2.0 GHz, 64-bit processor (Intel Core i5 or higher) - Memory (RAM) - Minimum of 8 GB RAM - Storage - At least 80 GB free hard drive space - USB Ports & Peripherals - At least one available USB port | USB headset (combined microphone and headphones) with noise-canceling feature - Internet Connection - - Internet access via cable or fiber only (DSL, satellite, or wireless connections are not permitted) - Minimum download speed of 75 Mbps - Minimum upload speed of 75 Mbps - Must be hardwired directly to the PC or laptop (Wi-Fi/wireless not allowed) Benefits - Unlimited earning potential - Flexible work - Pure performance-based commission structure

• Maintain ownership of the AR Aging with respect to your assigned accounts • Responsible for inbound and daily outbound collection calls and communications with clients • Serve as a primary point of contact for clients regarding billing questions, account status, and payment-related inquiries • Build and maintain professional, collaborative relationships with clients to encourage open communication and timely resolution of account matters • Responsible meeting established performance metrics related to client outreach activity, including call and communication volume • Drive measurable improvement in AR aging and past due balances through effective collections and issue resolution efforts • Collaborate cross functionally to resolve customer disputes • Assist with payment reconciliation and follow up on unapplied cash, discrepancies and bounced/failed payments • Assist clients in navigating our customer billing portal, including guiding them through payment processing, autopay setup, and resolving related questions or issues • Identify root causes and make recommendations for continuous improvement of AR and collections processes • Negotiate payment plans, when necessary • Prioritize proactive communications with customers to minimize losses associated with bad debt • Demonstrate strong customer service skills when handling customer complaints and supporting issue resolution • Notify management of any financial risk identified • Make recommendations to put customers on credit hold • Make recommendations for bad debt write offs • Assist with cash flow forecasting • Maintain knowledge of applicable laws, regulations, and compliance standards • Meet deadlines communicated by management • Maintain accurate and detailed account notes and collection activity logs • Maintenance of records for auditing purposes • Assist with yearly audits • Additional projects and reporting, as needed.

• Maintain ownership of the AR Aging with respect to your assigned accounts • Responsible for inbound and daily outbound collection calls and communications with clients • Serve as a primary point of contact for clients regarding billing questions, account status, and payment-related inquiries • Build and maintain professional, collaborative relationships with clients to encourage open communication and timely resolution of account matters • Responsible meeting established performance metrics related to client outreach activity, including call and communication volume • Drive measurable improvement in AR aging and past due balances through effective collections and issue resolution efforts • Collaborate cross functionally to resolve customer disputes • Assist with payment reconciliation and follow up on unapplied cash, discrepancies and bounced/failed payments • Assist clients in navigating our customer billing portal, including guiding them through payment processing, autopay setup, and resolving related questions or issues • Identify root causes and make recommendations for continuous improvement of AR and collections processes • Negotiate payment plans, when necessary • Prioritize proactive communications with customers to minimize losses associated with bad debt • Demonstrate strong customer service skills when handling customer complaints and supporting issue resolution • Notify management of any financial risk identified • Make recommendations to put customers on credit hold • Make recommendations for bad debt write offs • Assist with cash flow forecasting • Maintain knowledge of applicable laws, regulations, and compliance standards • Meet deadlines communicated by management • Maintain accurate and detailed account notes and collection activity logs • Maintenance of records for auditing purposes • Assist with yearly audits • Additional projects and reporting, as needed