Accounts Receivable Specialist – Refunds, Cancellations & Debt Collections
Position Summary
The Accounts Receivable Specialist is responsible for managing customer accounts with a particular focus on processing refunds, handling account cancellations, resolving outstanding balances, and supporting debt collection activities. The role requires excellent attention to detail, strong communication skills, and the ability to work collaboratively with customers and internal teams to ensure timely resolution of account issues while maintaining positive customer relationships.
Key ResponsibilitiesRefund Management
- Process customer refunds accurately and within agreed service level timeframes.
- Verify refund eligibility and supporting documentation.
- Investigate and resolve refund discrepancies.
- Ensure all refunds comply with company policies and financial controls.
- Reconcile refund transactions and maintain accurate financial records.
Account Cancellations
- Process customer cancellations in accordance with company policies.
- Calculate final account balances, including any credits or outstanding charges.
- Coordinate with Sales, Customer Service, and Operations to ensure smooth account closures.
- Maintain accurate records of cancelled accounts and associated financial adjustments.
Debt Collections
- Monitor customer accounts to identify overdue invoices.
- Contact customers via phone and email regarding outstanding balances.
- Negotiate payment arrangements where appropriate.
- Escalate delinquent accounts to external collection agencies when required.
- Maintain detailed records of collection activities and customer communications.
- Minimise bad debt while maintaining professional customer relationships.
Accounts Receivable Administration
- Reconcile customer accounts and investigate payment discrepancies.
- Allocate customer payments accurately.
- Prepare aged debtor reports and collection status updates.
- Support month-end and year-end closing activities.
- Assist with account reconciliations and audit requests.
- Maintain accurate customer account information within the finance system.
Customer Service
- Respond promptly to customer enquiries relating to invoices, refunds, payments, and account balances.
- Resolve customer disputes efficiently and professionally.
- Build positive relationships with internal stakeholders and external customers.
Required Skills & ExperienceEssential
- 3+ years' experience in an Accounts Receivable or Credit Control role.
- Demonstrated experience processing customer refunds and account cancellations.
- Strong experience managing debt collection activities.
- Understanding of accounts receivable processes and financial controls.
- Excellent reconciliation and problem-solving skills.
- High level of accuracy and attention to detail.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities and meet deadlines.
- Intermediate to advanced Microsoft Excel skills.
- Experience using ERP or accounting systems (e.g. SAP, Oracle, Microsoft Dynamics, NetSuite, Xero, or similar).
Work Location: In person
