Collections Specialist

Global Guardian protects and delivers employees and families from political, environmental, and bad actor threats worldwide. We are a leading provider of emergency medical and security solutions for corporations and individuals. Our 24/7 Operations Centers in McLean, VA, and Charlotte, NC, identify, monitor, and respond to threats and emergencies with on-the-ground teams in over 100 countries. Our world-class professionals have extensive intelligence community experience, military special operations, and federal law enforcement. Founded over ten years ago by a Delta Force Sergeant Major and an Army Special Forces Colonel, we are a values-based organization focusing on a camaraderie, service, and excellence culture. We have managed crises in the worst environments in the world, and we know how to act fast to provide unmatched service for our clients. Global Guardian is an investor-backed, high-growth company that offers employees growth opportunities within the organization.

Position Summary and Objective

The Collections Specialist is responsible for managing the full accounts receivable collections cycle, from early-stage reminders through escalation of delinquent accounts. This role protects the company's cash flow by monitoring aging balances, communicating professionally with customers, resolving billing disputes, and maintaining accurate records in the accounting system. The Collections Specialist works closely with Billing, Operations, Sales, Account Management, and Legal to collect past-due balances while preserving strong customer relationships.
 

Key Responsibilities

Collections Management

• Review accounts receivable aging reports daily and prioritize outreach based on balance, age, and risk.
• Contact customers by phone, email, and written notice to secure payment or a documented payment commitment on past-due invoices.
• Follow the company's standard collections cadence, including reminders, past-due notices, and final demand communications.
• Escalate delinquent accounts to the Accounting Manager and Legal in accordance with the accounting-to-legal escalation process, and support credit holds or service suspensions when appropriate.
• Track promises to pay and follow up promptly on missed commitments.

Cash Application and Dispute Resolution

• Investigate billing discrepancies, short payments, and disputed invoices, and coordinate with Billing, Sales, and Customer Success to resolve them quickly.
• Request and process credit memos, re-bills, and adjustments in accordance with company policy and approval thresholds.
• Assist with applying customer payments and reconciling unapplied cash, credits, and deposits to open invoices.
• Identify root causes of recurring payment delays and recommend process improvements.

Reporting and Documentation

• Document all customer contacts, commitments, and account notes in the accounting system (e.g., NetSuite) in a timely and accurate manner.
• Prepare weekly and month-end collections reports, including aging, DSO, collection effectiveness, and past-due trends.
• Support month-end close by providing updates on collectability and recommendations for the allowance for doubtful accounts and bad debt write-offs.
• Maintain customer credit, payment terms, and contact information, and flag changes in customer risk to management.
• Support audit requests related to accounts receivable and collections.

Competencies and Attributes

• Customer Focus: Balances firmness with courtesy to collect payment while preserving the relationship.
• Problem Solving: Identifies the root cause of payment delays and drives resolution.
• Accountability: Owns assigned accounts and follows through on commitments.
• Collaboration: Works effectively across Accounting, Sales, Customer Success, and Legal.
• Integrity: Handles sensitive financial information with discretion and complies with company policy.

• Reduction in days sales outstanding (DSO) and past-due behaviors over 60 and 90 days.
• Improved collection effectiveness and on-time payment rates.
• Timely resolution of disputes and accurate, current account notes. 
• On-time delivery of collections reporting and month-end close support. 

Required

• 2+ years of experience in collections, accounts receivable, or a related accounting function.
• Associate's or bachelor's degree in accounting, finance, business, or equivalent practical experience.
• Working knowledge of the order-to-cash process, including invoicing, cash application, and AR aging.
• Strong verbal and written communication skills, with the ability to remain professional, persuasive, and empathetic in difficult conversations.
• Proficiency in Microsoft Excel and Outlook, and comfort working in an ERP or accounting system.
• Strong organization, time management, and follow-through, with the ability to manage a high volume of accounts and competing priorities.
• High attention to detail and a commitment to accuracy and confidentiality.

Preferred

• Experience with NetSuite or a comparable cloud ERP.
• Experience collecting from commercial, government, or international customers.
• Familiarity with collections laws and regulations, credit-hold practices, and legal escalation workflows.
• Experience building aging and collections reports and dashboards.
• Experience in a professional services or project-based billing environment.

Position Type and Schedule:   

• This is a full-time position located in McLean, VA.
• Salaried, exempt professional.
• Salary range: $60,000 to $70,000 annually, dependent upon experience.

 

Work Environment and Physical Demands:  

Reasonable accommodation requires the physical and mental capacity to perform all essential functions effectively. In addition to other demands, the demands of the internship include:   

• Exposure to stressful situations, such as challenging individuals or high-alert security issues.   

• Exposure to sensitive and confidential information.   

• Regular computer usage. 

• Close and distance vision and the ability to adjust focus.   

• Frequent sitting and standing. 

• On occasion, perform physical activity when needed, and can lift 15 to 25 lbs.     

Global Guardian Values

• We are hyper-responsive
• We find a way to "yes"
• We do what we say
• We work as a team

Equal Opportunity Employer Statement
Global Guardian is an equal opportunity employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran, disabled status, or genetic information. If you need reasonable accommodation regarding the application process, do not hesitate to contact [email protected].