About the role
Position Summary
Manage a high-volume franchise accounts receivable portfolio, including collections, cash application, recurring ACH payments, aging and complex account investigations. Support internal teams and colleagues in resolving escalated receivables matters.
Job Details
- Work Setup: Work from home - Shift/Schedule: Monday to Friday, 8:00 AM to 5:00 PM U.S. Eastern Time (8:00 PM to 5:00 AM Manila time) - Holidays: U.S. corporate holiday calendar
Responsibilities
- Own an assigned portfolio of franchise customer accounts and prioritize collection activity from aging and payment status. - Maintain recurring ACH arrangements and support daily cash application and deposit-related research. - Research billed amounts, collections exceptions, payment allocations, disputed balances and credit/debit adjustments. - Calculate contract-related termination and interpret contracts or other fees for review by the appropriate business/legal team as assigned. - Communicate with franchise owners, property contacts and internal teams to resolve complex AR issues. - Advise AR Accountants on challenging cases, escalation routes and account resolution documentation. - Document customer correspondence, payment commitments and next steps in the relevant system and tracking reports. - Prepare account and portfolio updates for collection review meetings and support process improvements. - Serve as the primary point of contact for franchisees on invoice discrepancies, listening carefully to hotel owners' concerns and responding with empathy, professionalism and a clear path forward. - Develop creative, mutually workable balance resolutions (such as payment plans, adjustment proposals or settlement options) and present them for approval in line with policy. - Own the handoff of non-AR issues to the appropriate operational departments, providing full context and following up until each issue is resolved. - Initiate invoice correction tickets and monitor them through completion, keeping franchisees informed of status at each stage. - Work in conjunction with Franchise Billing to research and correct invoice errors and reduce recurring discrepancies. - Maintain open lines of communication with the AR Manager and Operations staff on account status, escalations and emerging trends.
Qualifications
- At least 5 years of experience in accounts receivable collections or high-volume portfolio receivables. - Knowledge of AR aging, cash applications, recurring payment methods, collections workflows and account reconciliation. - Ability to manage a large account portfolio, analyze data in Excel and resolve complex financial/customer issues. - Strong professional communication, stakeholder coordination and follow-through. - Strong interpersonal relationship skills - Ability to listen to and empathize with hotel owners while working toward fair, practical resolutions. - Work closely with AR Manager and high-level Operations staff.
Nice to Have
- Experience with Microsoft Dynamics, Yardi ticketing systems, and Excel. - ACH administration, contract-related charge calculations and franchise collections experience. - Informal mentoring, escalation handling and process improvement experience.
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