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 Credit application and investigations in Zuora (e.g., check/ACH applications, initial payment failure cases), resolve successful payment cases, and close the loop in the 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.

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.

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.