Dispute Resolution Collections Specialist

About this role Position: DR (Dispute Resolution) Collections Specialist Location: Columbus, OH Segment: Finance Position Summary: This position will be responsible for managing an assigned portfolio of customer accounts to drive resolution on account issues, timely payment, reconciliation of Specialty accounts. This role requires strong communication and collaboration with internal teams to effectively manage receivables and support overall department goals by achieving collection and aging targets while maintaining a customer-focused approach. What You'll Do: - Manage assigned portfolio of clients by telephone and email, utilizing third-party systems to document collection efforts and secure payment on receivables (currently Billtrust, CSD, and Teams Sheet). - Maintain, update, and manage Excel spreadsheets used to track collections activity, customer accounts, aging, reporting, and other department metrics. - Timely response to incoming customers and internal team requests via email. - Achieve monthly agreed cash collection targets and overdue debt targets. - Process credit card payments. - Note disputed items in the system with sufficient detail to drive resolution; monitor disputes through resolution and provide timely responses to customers. - Inquire about unapplied cash or unused credits when interacting with customers. - Work closely with internal contacts to support collection efforts and resolve customer issues. - Alert management to uncollectible accounts or potential fraudulent accounts, including proactively managing clients in bankruptcy or administration to minimize write-offs. - Follow the dunning process up to and including suspension, disconnection, and third-party collections. - Participate in continuous improvement projects to drive efficiency and enhance customer experience. - Apply a customer-first attitude while maintaining a fair and professional approach to collections. What You'll Need: - Experience in high-volume accounts receivable collections, credit, or a related finance role. - Strong attention to detail with the ability to accurately document account activity, payment commitments, disputes, and collection efforts. - Ability to manage multiple priorities and meet deadlines in a fast-paced environment. - Strong communication skills with the ability to interact professionally with customers and internal teams. - Customer-focused mindset with the ability to maintain positive relationships while effectively managing collection expectations. - Strong organizational skills with the ability to prioritize workload and follow through on commitments. - Ability to work independently while also collaborating effectively with cross-functional teams. - Intermediate Proficiency in Microsoft Excel, including maintaining spreadsheets, tracking data, and analyzing information. Preferred Skills: - Experience managing a portfolio of business-to-business (B2B) customers. - Experience with collections systems, ERP systems, or customer account management platforms (Billtrust, CSD, or similar systems preferred). - Experience researching and resolving invoice discrepancies and customer disputes. - Experience working with aging reports, cash forecasting, and collection metrics. - Advanced Microsoft Excel skills, including formulas, pivot tables, and reporting. - Experience working with customers in a manufacturing, distribution, or industrial environment. - Proven ability to handle difficult customer conversations while maintaining professionalism and a solutions-oriented approach. OTC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, religion, sex, se