Careers: Commercial Account Resolution Specialist 

Job Summary

The Commercial Account Resolution Specialist manages complex commercial collection accounts and partners with NCS Credit's in-house collection team to maximize recovery outcomes. This role serves as an escalation point for high-value, disputed, relationship-sensitive, or stalled accounts, providing advanced negotiation, collection strategy, and client support. The Specialist maintains ownership of assigned matters, communicates with clients regarding portfolio performance and recommended actions, and helps ensure collection efforts are coordinated, effective, and aligned across NCS and its collection resources.

Essential Responsibilities

• Associate’s degree

• Manage an assigned portfolio of commercial collection matters, including complex, high-balance, disputed, relationship-sensitive, and escalated accounts.

• Partner with NCS Credit's collection staff to establish collection priorities and strategies, review outcomes, resolve barriers to recovery, and drive next steps.

• Review portfolio performance, identify stalled or high-risk matters, and provide direction on collection strategy, escalation, and resolution.

• Serve as the escalation point for complex collection matters requiring direct debtor contact, negotiation, client involvement, additional documentation, or changes in strategy.

• Contact debtors by phone, email, and written correspondence; negotiate payments, payment arrangements, and settlements within established authority.

• Investigate disputes, payment delays, financial conditions, and other obstacles to recovery, and recommend appropriate resolution strategies.

• Maintain ownership of assigned and escalated matters through payment, closure, or legal referral, ensuring timely follow-up and documentation.

• Participate in client communications, provide updates on collection activity and trends, and recommend appropriate next steps.

• Monitor portfolio results and collection metrics to identify trends, prioritize work, evaluate outcomes, and improve collection performance.

• Coordinate with internal resources to obtain documentation, client instructions, settlement authority, and other information necessary to advance collection efforts.

• Recommend legal placement or other action when collection efforts have been exhausted, providing complete collection history and supporting information.

• Support process improvement, cross-training, and consistent collection practices.

• Perform other duties as assigned.

Competencies

• Persuasive and professional communication and negotiation skills

• Sound judgment and ability to make practical collection recommendations

• Strong written communication and ability to explain account activity clearly

• Reliable follow-through, persistence, and ownership of assigned accounts

• Excellent organization, accuracy, and attention to detail

• Collaborative approach with clients, colleagues, and other internal teams

• Working knowledge of Microsoft Outlook, Word, and Excel; ability to learn case-management and collection systems

• Professional demeanor

Education, Experience, Certifications

• High school diploma or equivalent required; Associate’s degree preferred.

• Experience working directly with clients, coordinating with vendors, or multiple internal departments.

• Three or more years of experience in commercial, business-to-business, legal, or high-balance collections preferred.

• Experience negotiating payment arrangements, settlements, disputes, and complex or higher-value matters preferred.

• An equivalent combination of education, transferable experience, and demonstrated ability to perform the responsibilities of the role will be considered.

Physical and Mental Demands

• Frequent typing and use of keyboard/mouse

• Near visual acuity

• Ability to present information clearly and communicate effectively, both verbally and in writing, to management, clients, attorneys, and other staff members

• Prolonged sitting while viewing a computer monitor

Benefits

• Competitive salary commensurate with experience/education

• Paid holiday, Paid Time Off (PTO), Flextime, Remote work

• Life, health, dental, long and short term disability

• 401k plan with company contribution

• Team building: Casual Fridays, Holiday Party, Summer Barbecue, Corn Hole Tournament

• Pleasant, professional, clean work environment