Collections Specialist

Who we are: Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks. Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. Visit gomotive.com to learn more. About the Role: As a Credit Card Collections Specialist, you will manage assigned dunning queues for failed credit card payments triggered by automated billing attempts. You’ll follow established SOPs to diagnose reasons for decline, contact customers promptly, guide secure payment method updates, and execute approved retries to facilitate a swift recovery. You will contribute to team recovery targets, help reduce involuntary churn, and maintain strict PCI-DSS compliance. What You'll Do: ● Manage dunning queues for failed card payments; prioritize by risk/exposure and act quickly after declines. ● Identify decline reasons (e.g., insufficient funds, expired card, do not honor, issuer unavailable, AVS/CVV mismatch) and follow SOP resolution paths. ● Guide customers to update payment methods via the self-serve portal; when needed, collect updates through approved workflows without storing/transmitting card data (PCI-DSS compliant). ● Execute payment retries per approved schedules; document outcomes and next steps in the system of record. ● Use approved email/phone templates for outreach; escalate non-responsive or high-risk accounts in accordance with policy. ● Create and update Salesforce cases with complete notes, commitments, and supporting docs; keep statuses current for partner teams. ● Partner cross-functionally on straightforward blockers (pricing, tax, credit corrections) by opening well-documented cases and tracking to resolution. ● Provide accurate daily status updates and support short-interval recovery forecasts; ensure clean month-end cutoffs. ● Support customers with billing inquiries and payment declines/failures. ● Review invoices, payments, refunds, chargebacks, credits, and write-offs to support account reconciliations. ● Analyze account documents/data for accuracy; obtain missing or corrected information. ● Follow SOPs, review processes, and recommend improvements. ● Ensure proper period cutoffs for month-end close. ● Serve as the point person for collections-related support cases. ● Work with cross-functional teams to ensure data quality and consistency. ● Work comfortably with spreadsheets, internet applications, and ERP systems. ● Enter data accurately across electronic systems. ● Interface with Sales, Customer Success, and Fulfillment to ensure rapid issue resolution. What We’re Looking For: ● 1–2 years in collections, payments support, or a customer-facing SaaS collections role ● Independent self-starter; adaptable in a fast-paced, changing environment ● Excellent written and verbal communication ● High attention to detail ● Able to work under pressure and strict deadlines; flexible ● Comfortable with ambiguity; strong problem-solver and quick thinker ● Clear, professional communicator (email and phone) with disciplined follow-up; empathetic and firm ● Proficient in Google Sheets/Excel for list management and simple reporting ● Detail-oriented, organized, and comfortable working to strict SLAs and month-end timelines ● Receptive to feedback; continuous improvement mindset ● Able to identify broader issues and recommend improvements ● Resilient under workplace demands (remote/office) ● Knowledge of Zuora is a plus ● Experience with Salesforce.com is a plus ● Bachelor’s in Accounting, Finance, Business, or related field is a plus Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. Please review our Candidate Privacy Notice here. UK Candidate Privacy Notice here. The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.