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Lead Collections Specialist in Richmond, VA at Owens & Minor, Inc.

Date Posted: 5/11/2019

Job Snapshot

Job Description


Responsible for performing accounts receivable tasks related to collecting payments from customers, including maintaining accurate customer files and corresponding with customers about their account. Performs miscellaneous reporting and functions as directed by Accounts Receivable (AR) management.  Provides support to the collections teammates.


1.       Assists with training, development and on-boarding of more junior Collections Specialists, fielding questions and providing guidance, support, and direction on issues or problems relative to credit-hold release.

2.       Acts as a point person on more complex collection matters including involvement in the review and analysis of the outstanding Accounts Receivables situation. 

3.       Reviews customers' balances and statements throughout the month and answers inquiries regarding statements or invoices.

4.       Responsible for collection duties on all assigned accounts with the objective of ensuring payments are received within contracted terms (includes short pays, open invoices, aged balances, finance charges, etc.).

5.       Negotiates payments, payment plans and approved settlements with customers, escalating up the chain-of-command as needed.

6.       Processes approved adjustments and write-offs up to authorized limits and maintains a detailed record of correspondence and all actions in accordance with the credit policy.

7.       Processes partial pay according to procedures.  Reviews partial payment notices daily and takes appropriate actions for resolution.  Ensures that all payments are applied correctly.  Contacts the customer to obtain the reason for partial pay.

8.       Prepares recommendations for Credit Management regarding customer credit limits or credit holds.

9.       Monitors credit hold screens in internal systems consistently throughout the day.  Contacts customers for payment information and makes recommendations to the appropriate manager regarding release based on customer response.

10.   Generates and reviews accounts receivable reports and takes appropriate actions (daily activity reports, daily exceeding credit limit reports, daily partial payment reports, POA and Unapplied reports, etc.). 

11.   Reviews customer exception/discrepancy reports.  Communicates and reviews pricing discrepancies with contracts, shipping discrepancies with customer service/warehouse to ensure credits are issued in a timely manner.

12.   Utilizes multiple internal systems (Oracle, OMAR, EDGE, IReceivables, OMMarketplace, CMF, Business Objects, etc.) and external systems (various bank websites and internet search engines) to prepare reports, research issues, and monitor accounts. 

13.   Reviews applied cash to accounts (Payment on Accounts), researches mispostings and locates customer remits to correct accordingly.  Communicates findings with the Cash Application team.

14.   Monitors Cash on Delivery/Cash In Advance (COD/CIA) accounts to ensure payments are received and applied.

15.   May prepare recommendations on actions to be taken regarding accounts, the collection of past due payments or the repossession of merchandise.


  • Confers with customers to explain types of payment options available.  Attends conference calls and customer visits as necessary
  • Responds to credit reference requests
  • Performs audits on credit card accounts to ensure payments are posted correctly to the accounts.
  • Assists in retrieving POD requests to customers.  May call vendors for shipping information.

  • Performs additional duties as directed.



  • High School Diploma or equivalent required; Associates degree or additional specialized training, preferred.
  • Minimum, three (3) years of work experience in accounts receivable and/or credit/ collections, call center or a related discipline/work environment, required.


  • Strong knowledge of general accounting, collections and credit processes
  • Strong knowledge of Microsoft Office Tools including:  Excel, Word and Outlook
  • Ability to effectively speak to supervisors, teammates or customers or others and convey information by phone, in written form, by email or in person
  • Ability to accurately document information in files, reports or other forms of communication
  • Strong organizational skills.

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