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Commas is a full-stack growth platform for digital businesses, processing billions in volume through payments, checkout, community, courses, affiliate systems, and analytics. The Collections Specialist will own the recovery of outstanding balances owed to Commas while maintaining professional relationships with sellers and business partners.
Key Responsibilities:
Collections & Account Management: Manage a portfolio of past-due accounts throughout the collections lifecycle. Contact account holders via phone, email, and approved channels to resolve outstanding balances. Conduct consistent follow-up and negotiate repayment arrangements within company guidelines. Monitor payment commitments and escalate accounts requiring additional action. Maintain detailed records of all collection activity and communications. Prioritize accounts by balance size, aging, recovery likelihood, and risk exposure.
Account Investigation & Resolution: Review account histories, transaction activity, payment records, disputes, chargebacks, and refunds to understand how balances originated. Investigate discrepancies and work internally to validate amounts owed. Gather supporting documentation to substantiate outstanding balances. Identify recurring reasons for non-payment and escalate trends to appropriate teams. Resolve account issues preventing successful collection. Recognize fraud, intentional non-payment, or other concerning activity. Assist in preparing accounts for external collections or legal escalation when internal efforts are exhausted.
Reporting & Collections Operations: Track outstanding balances, aging, recovery rates, and key collections metrics. Maintain accurate reporting and provide regular updates to leadership. Help establish and improve collections workflows, communication templates, escalation procedures, and documentation standards. Identify opportunities to improve recovery rates and reduce outstanding balance duration. Support scalable collections processes as transaction volume grows. Partner with Finance to ensure recovered funds are accurately tracked. Collaborate with Risk to identify patterns preventing future losses. Leverage AI and automation tools to improve workflows, account prioritization, follow-up processes, and reporting. Identify repetitive manual processes and build AI-assisted workflows. Use AI to analyze account activity, surface trends, and support efficient decision-making. Continuously experiment with new AI tools to improve recovery efforts and team productivity.
The role requires 5 days per week in-office presence. Commas operates with flexible hours aligned to customer needs and emphasizes a high-performance, fast-moving culture.
Requirements:
- 2+ years of experience in collections, debt recovery, accounts receivable, financial operations, payments, merchant services, fintech, banking, or related field
- Proven experience managing past-due accounts and successfully recovering outstanding balances
- Comfortable communicating directly with individuals and businesses regarding money owed and repayment obligations
- Strong negotiation skills with ability to establish realistic repayment arrangements while protecting company interests
- Persistent and confident communicator capable of handling difficult conversations without becoming confrontational
- Strong organizational skills managing large account portfolios with consistent follow-up
- Excellent attention to detail and ability to maintain accurate records of communications, payments, and account activity
- Ability to review transaction histories and financial information to understand outstanding balances
- Experience with CRM, collections, payment, accounting, or case-management systems
- Experience in fintech, payments, merchant services, SaaS, marketplaces, e-commerce, or technology-driven environments strongly preferred
- Familiarity with payment processing, chargebacks, disputes, reserves, negative balances, ACH, card payments, or merchant accounts a plus
- Experience working cross-functionally with Finance, Risk, Legal, Customer Success, or Operations teams preferred
- Strong written and verbal communication skills
- Ability to exercise sound judgment determining when accounts require escalation
- Bachelor's degree in Finance, Business, Accounting, Economics, or related field preferred but not required
- Strong proficiency with AI tools and demonstrated ability to use AI in day-to-day work to improve productivity, automate workflows, analyze information, and build efficient processes
