Position Summary

Manage a high-volume franchise accounts receivable portfolio, including collections, cash application, recurring ACH payments, aging and complex account investigations. Support internal teams and colleagues in resolving escalated receivables matters.

Job Details

Work Setup: Work from home
Shift/Schedule: Monday to Friday, 8:00 AM to 5:00 PM U.S. Eastern Time
Holidays: U.S. corporate holiday calendar

Responsibilities

• Own an assigned portfolio of franchise customer accounts and prioritize collection activity from aging and payment status.
• Maintain recurring ACH arrangements and support daily cash application and deposit-related research.
• Research billed amounts, collections exceptions, payment allocations, disputed balances and credit/debit adjustments.
• Calculate contract-related termination and interpret contracts or other fees for review by the appropriate business/legal team as assigned.
• Communicate with franchise owners, property contacts and internal teams to resolve complex AR issues.
• Advise AR Accountants on challenging cases, escalation routes and account resolution documentation.
• Document customer correspondence, payment commitments and next steps in the relevant system and tracking reports.
• Prepare account and portfolio updates for collection review meetings and support process improvements.
• Serve as the primary point of contact for franchisees on invoice discrepancies, listening carefully to hotel owners' concerns and responding with empathy, professionalism and a clear path forward.
• Develop creative, mutually workable balance resolutions (such as payment plans, adjustment proposals or settlement options) and present them for approval in line with policy.
• Own the handoff of non-AR issues to the appropriate operational departments, providing full context and following up until each issue is resolved.
• Initiate invoice correction tickets and monitor them through completion, keeping franchisees informed of status at each stage.
• Work in conjunction with Franchise Billing to research and correct invoice errors and reduce recurring discrepancies.
• Maintain open lines of communication with the AR Manager and Operations staff on account status, escalations and emerging trends.

Qualifications

• At least 5 years of experience in accounts receivable collections or high-volume portfolio receivables.
• Knowledge of AR aging, cash applications, recurring payment methods, collections workflows and account reconciliation.
• Ability to manage a large account portfolio, analyze data in Excel and resolve complex financial/customer issues.
• Strong professional communication, stakeholder coordination and follow-through.
• Strong interpersonal relationship skills.
• Ability to listen to and empathize with hotel owners while working toward fair, practical resolutions.
• Work closely with AR Manager and high-level Operations staff.

Nice to Have

• Experience with Microsoft Dynamics, Yardi ticketing systems, and Excel.
• ACH administration, contract-related charge calculations and franchise collections experience.
• Informal mentoring, escalation handling and process improvement experience.