Senior Collections Specialist

Who We Are

Motive builds technology that makes physical operations safer, more productive, and more profitable across fleets, equipment, drivers, and spend. Our AI-powered platform brings businesses online and transforms how freight moves across our roads.

Role Overview

The Collection Operations Specialist (L3) manages advanced, day-to-day collections operations with increased autonomy, serves as a point of escalation for moderately complex cases, and contributes to process and tooling improvements—all within established frameworks and SOPs. This role is aligned to Motive’s L3 competencies in scope/execution, domain expertise, user focus, collaboration, and problem solving.

What You’ll Do

• Execute Tier 2 payment processing and investigations in Zuora (e.g., check/ACH applications, initial payment failure cases), resolve successful payment cases, and close the loop in system-of-records with accurate audit trails.

 

• Manage and resolve a broad range of operational collection cases (e.g., invoice breakdowns, customized invoicing, payment plan set-ups within guidelines, ACH returns follow-through, Vendor Finance payments and reconciliations), escalating per SOPs when needed.

 

• Drive timely, consistent customer outreach (email/phone/portal) for MPF/returns cases and aging follow-up, adhering to team SLAs (e.g., 3-hour email response on assigned cases) and cadence standards.

 

• Analyze portfolio/aging, identify trends affecting payment success/failures, and share actionable insights and recommendations with team leads to improve outcomes and recovery speed.

 

• Contribute to process documentation and SOP refinement; recommend small-scale optimizations that increase operational efficiency and data quality.

 

• Collaborate cross-functionally (Sales, Customer Service, Finance, Billing) to remove routine blockers and ensure clean invoicing, correct ownership, and timely case resolution.

 

• Participate in quality reviews and feedback loops; maintain high standards of communication hygiene, case notes, and compliance (e.g., PCI considerations, record completeness).

 

• Support onboarding/buddy activities for L2/L3 peers by sharing best practices, templates, and system tips when requested by team leads.

Performance Expectations (L3 Benchmarks)

These are indicative targets for L3 in the Collections Ops track; exact targets may vary by portfolio and business need:

 

• Calls: 30

 

• Emails: 50

 

• Cases: 60

Qualifications

• 2–4 years in collections operations, A/R, or a related customer-facing finance role; SaaS/Quote‑to‑Cash exposure is advantageous.

 

• Strong communication, negotiation, and problem‑solving skills; exercises sound judgment within established frameworks and escalation paths.

 

• Analytical mindset with the ability to interpret portfolio/aging data and surface standard improvements to process and tooling.

 

• Collaborative and reliable partner to adjacent teams; consistent with documentation and SOP adherence.

Tools & Systems

• Proficiency with Zuora and Salesforce; comfort with spreadsheets (Excel/Google Sheets) and collections tooling. Exposure to Growfin is a plus.

L3 Alignment to Motive’s Job Architecture

• Scope & Execution: Reliably delivers on moderately complex responsibilities; operates with autonomy within clear frameworks and SOPs.

 

• Domain Expertise: Demonstrates expert understanding of role processes (e.g., Zuora invoicing basics, MPF handling, cash application) and is deepening adjacent skills.

 

• User Focus: Prioritizes actions that improve recovery and customer experience; balances business recovery and retention when proposing standard solutions.

 

• Collaboration: Proactively communicates with upstream/downstream partners; maintains high-quality handoffs and status updates to support decision-making.

 

• Problem Solving: Identifies common issues, applies root‑cause thinking, and recommends standard mitigation tactics; escalates exceptions appropriately.

Why This Role

You’ll own tangible outcomes in cash conversion while shaping how we scale our collections operations—contributing directly to portfolio health, customer retention, and operational excellence across Billing/Collections.