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Motive is a fleet management platform serving nearly 100,000 customers across transportation, logistics, construction, energy, and other industries. The Collections Operations Specialist ensures timely and accurate payment collection while maintaining strong customer relationships and operational excellence.
Key responsibilities include processing incoming payments (checks, wires, ACH) across multiple currencies (USD, CAD, MXN) and applying them to customer accounts using daily cash sheets and bank portals. You'll perform daily reconciliation of payment batches, investigate discrepancies, and manage payment cases across Term Collections, Vendor Finance, Fuel Card Partners, and Credit Collections. The role involves analyzing credit card payment trends, identifying decline reasons, and recommending improvements to payment success rates.
You'll create Salesforce cases for unpaid invoices, troubleshoot payment processing errors, and handle escalated customer issues and disputes by collaborating with customer service, finance, and legal teams. Operational responsibilities span refund requests, chargebacks, payment plan adjustments, account closures, bulk invoices, hardware returns, account reactivations, and third-party collections queries.
Customer communication is critical: you'll proactively reach out regarding payment failures, monitor and respond to customer emails within a strict 3-hour SLA, and manage inquiries across multiple channels (Billing, CSA, CSM, Spanish Support). You'll also manage ACH returns and chargebacks, identify root causes, initiate recoveries, and work with the billing department on delinquent accounts and third-party collections transitions.
The ideal candidate has 1–2 years of collections operations, payment processing, or customer-facing financial experience (SaaS collections and Quote-to-Cash experience is a plus). You'll need proven accuracy in payment processing, excellent written and verbal communication skills, independence and adaptability in a fast-paced environment, and proficiency with spreadsheets, banking portals, Salesforce, and ERP systems (Zuora knowledge is a plus).
