Collections Specialist

About CommasCommas is the full-stack growth platform for digital businesses. Whether someone is just getting started or building toward their next million dollars, we give them the infrastructure to do it — payments, checkout funnels, community, courses, affiliate systems, analytics, and everything in between, all in one platform.We're one of the fastest-growing future-of-work companies in Miami, processing billions in volume through our platform. The team moves fast, ships constantly, and is obsessed with helping people earn from what they already know. If you want to help make this market more accessible, this is the place.About the RoleWe're seeking a Collections Specialist to join our team and take ownership of recovering outstanding balances owed to Commas while maintaining professional, productive relationships with our sellers and business partners.This role will be responsible for managing accounts throughout the collections lifecycle — identifying past-due balances, contacting account holders, establishing repayment arrangements, documenting collection activity, monitoring payment commitments, and escalating accounts when necessary.You'll work closely with our Risk, Finance, Legal, Customer Success, and Operations teams to understand account histories, resolve balance discrepancies, recover outstanding funds, and reduce the company's overall financial exposure.This is a highly organized and communication-driven role for someone who is persistent, comfortable having difficult financial conversations, and capable of balancing urgency with professionalism. The right person knows how to drive repayment without unnecessarily damaging valuable business relationships.What You'll DoCollections & Account ManagementManage a portfolio of accounts with outstanding balances owed to Commas and take ownership of those accounts throughout the collections lifecycleContact sellers, merchants, customers, or other responsible parties through phone, email, and other approved communication channels to resolve outstanding balancesConduct consistent follow-up on past-due accounts and maintain clear communication until balances are resolvedNegotiate repayment arrangements and payment plans within established company guidelinesMonitor repayment commitments and proactively follow up on missed or late paymentsMaintain accurate and detailed records of all collection activity, communications, commitments, and account statusesPrioritize accounts based on balance size, aging, likelihood of recovery, risk exposure, and other relevant factorsIdentify accounts requiring additional escalation and coordinate next steps with leadership, Risk, Finance, or LegalMaintain a professional and solutions-oriented approach while handling difficult or sensitive collection conversationsAccount Investigation & ResolutionReview account histories, transaction activity, payment records, disputes, chargebacks, refunds, reserves, and other relevant information to understand how outstanding balances originatedInvestigate discrepancies or disputes raised by account holders and work internally to validate amounts owedGather supporting documentation and account information necessary to substantiate outstanding balancesIdentify recurring reasons for negative balances, non-payment, or delayed repayment and escalate trends to the appropriate teamsWork with internal stakeholders to resolve account issues that may be preventing successful collectionRecognize higher-risk situations, potential fraud, intentional non-payment, or other concerning activity and escalate appropriatelyAssist in preparing accounts for external collections or legal escalation when internal collection efforts have been exhaustedReporting & Collections OperationsTrack outstanding balances, aging, recovery rates, payment-plan performance, and other key collections metricsMaintain accurate reporting on collection activity and provide regular updates to leadershipHelp establish and improve collections workflows, communication templates, escalation procedures, and documentation standardsIdentify opportunities to improve recovery rates and reduce the amount of time balances remain outstandingSupport the development of scalable collections processes as transaction volume and the seller base continue to growPartner with Finance to ensure recovered funds and repayment arrangements are accurately tracked and reconciledCollaborate with Risk to identify patterns that could help prevent future losses before they reach collectionsLeverage AI and automation tools to improve collections workflows, account prioritization, follow-up processes, documentation, reporting, and operational efficiencyIdentify repetitive or manual processes within collections and build AI-assisted workflows and automations to make the function faster and more scalableUse AI tools to analyze account activity, surface trends, organize information, and support more efficient decision-making across the collections lifecycleContinuously experiment with new AI tools and technologies that can improve recovery efforts, team productivity, and overall collections operationsWhat we're looking for2+ years of experience in collections, debt recovery, accounts receivable, financial operations, payments, merchant services, fintech, banking, or a related fieldProven experience managing past-due accounts and successfully recovering outstanding balancesComfortable communicating directly with individuals and businesses regarding money owed, missed payments, and repayment obligationsStrong negotiation skills with the ability to establish realistic repayment arrangements while protecting the company's financial interestsPersistent and confident communicator who can handle difficult conversations without becoming confrontationalStrong organizational skills with the ability to manage a large portfolio of accounts and consistently follow up on outstanding itemsExcellent attention to detail and ability to maintain accurate records of communications, payments, and account activityAbility to review transaction histories and financial information to understand and explain outstanding balancesExperience working with CRM, collections, payment, accounting, or case-management systemsExperience in fintech, payments, merchant services, SaaS, marketplaces, e-commerce, or other technology-driven environments is strongly preferredFamiliarity with payment processing, chargebacks, disputes, reserves, negative balances, ACH, card payments, or merchant accounts is a plusExperience working cross-functionally with Finance, Risk, Legal, Customer Success, or Operations teams is preferredStrong written and verbal communication skillsAbility to exercise sound judgment when determining when an account requires escalationBachelor's degree in Finance, Business, Accounting, Economics, or a related field preferred but not requiredStrong proficiency with AI tools and a demonstrated ability to use AI in day-to-day work to improve productivity, automate workflows, analyze information, and build more efficient processesWho you AreYou're persistent without being unnecessarily aggressiveYou're comfortable having direct conversations about money and holding people accountable to their financial obligationsYou don't let an unanswered email or missed payment commitment disappear from your radarYou're organized and can manage dozens of open accounts without losing track of the detailsYou understand the difference between a customer who needs help resolving an issue and an account that requires stronger escalationYou're naturally investigative and want to understand why a balance exists before simply trying to collect itYou thrive in a fast-moving environment where your work has a direct impact on the company's bottom lineWorkplace Philosophy at CommasCulture eats strategy. The best ideas in the world mean nothing without the right people around the table and the right chemistry between them.In-Person MattersThe businesses we work with are trusting us with their revenue, and that kind of trust gets built faster in a room than over Slack. Being in-person means faster decisions, sharper collaboration, and the kind of alignment across sales, product, finance, and risk that's hard to fake on a call. That's why in-office culture is non-negotiable at Commas. This is not a hybrid or remote role; the expectation is 5x a week in office.Lifestyle HoursWe're not a 9-to-5 company. Our schedule mirrors our customers' early mornings, late nights, whatever the moment calls for. Building something worth building takes real time and real effort, and we show up accordingly.High-Performance CultureCommas isn't for everyone — and that's the point. We're built for builders, not passengers. We move fast, set ambitious standards, and expect people to rise to them. If you have the talent and the drive, this will be a ride to remember.A Final WordWe're building something special, infrastructure that changes how millions of people earn a living online. It takes long hours and relentless effort. It's not for everyone. If you're wired to compete, build, and win, this is where that energy belongs.BenefitsCompetitive salary and benefits packageGym membership packagesPaid time off and company-paid holidaysTeam-building events, company lunches, and swagOpportunity to be part of a fast-growing team of industry experts