Collections Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The Collections Department at Fullsteam plays a critical role in safeguarding the financial health of the company and its subsidiaries. Its core mission is to ensure accurate, efficient, and timely financial operations, specifically in managing risk, and collections, while supporting scalability through process optimization and system integration. As Fullsteam continues to grow via acquisitions, the Collections team is central to unifying collections workflows and sustaining revenue integrity.

The Collections Specialist is responsible for managing and executing collections processes related to ACH and debit rejects, funding holds, and delinquent merchant and customer accounts within the payments and SaaS ecosystem of Fullsteam. This role requires daily resolution and collection activity for ACH rejects, and past due accounts, and strict adherence to communication, documentation, and reporting standards. The ideal candidate will be detail-oriented, persistent, and skilled in both customer service, payment and collections operations within a fast-paced SAAS environment. Fullsteam unites experts in payments and software and provides support to our growing number of businesses while we continue to build on great.

Primary Responsibilities:

• Manage Accounts Receivable (A/R) collections responsibilities. Contact customers as needed, via email and phone.
• Work with each Subsidiary on outstanding A/R and develop a plan of action for collections.
• Respond promptly to all incoming requests from customers.
• Review the collections inbox daily and respond in the timing required in Service Level Agreements (SLA).
• Process invoice adjustments and credit memos.
• Perform collection activities on aged AR in verbal (collection calls) and written (billing and overdue notice generation and tracking) communications prioritizing by dollar amount.
• Track and report daily/weekly activity following collection process and provide status updates with recommendations for bad debt account management.
• Should be comfortable taking ownership of the AR process and take initiative to problem solve and suggest solutions.
• Resolve 100% of Payments ACH reject holds daily by the funding deadline following the SOP.
• Partner with Risk and Accounting teams and Managment on rejects, DDA changes, losses and deposit delays as needed.
• Weekly and Monthly reporting as required by the SOP and as requested by management.

Skills & Competencies:

• Strong attention to detail and ability to manage a high volume of transactions and accounts.
• Excellent verbal and written communication skills, with the ability to convey urgency and professionalism.
• Strong analytical and decision-making capabilities to assess payment activity and risk exposure.
• Proficient in payment and collections operations.
• Comfortable with a structured communication and reporting framework, including Salesforce, Admin systems, and shared mailboxes.
• Effective prioritization and time management to meet aggressive resolution timelines.
• Resilient, persistent, and confident when engaging with merchants for collections.
• Proficient in using Zoom for outbound collection calls (recorded) and in documenting collection efforts thoroughly.

Qualifications:

Required:

• 2+ years of experience in collections, payments operations, or merchant services.
• Experience working in a financial technology, SaaS, or payments processing company.
• Familiarity with ACH processing, standard/accelerated funding, and payment rejection scenarios.
• Proficiency with CRM systems (Salesforce preferred) and Microsoft Office tools.
• Strong organizational skills with ability to meet aggressive SLAs and daily targets.
• Experience with formal communication practices (templates, cc protocols, reporting requirements).
• Customer first oriented with desire to provide service our clients in a timely and efficient manner.

Preferred:

• Accounting, Finance or related degree or equivalent experience.
• Knowledge of collections, risk management procedures and fraud indicators.
• Prior experience with automated Admin platforms and funding release processes.
• Experience working in companies with significant M&A activity and multiple business units.
• Experience handling collections for both active and inactive clients.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.