Collections Specialist II

Date: Aug 9, 2019

Location: TULSA, OK, US, 74103

About CenturyLink

CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

Job Summary

The role of the Specialist II  will be to collect revenues owed from CFS business customers and to assist with initiating basic billing inquiries and disputes based on customer feedback related to their invoices.  You will be expected to provide superior customer service to help build a loyal customer base, improve our ability to retain our current customer base, and provide quick responses and resolutions to their concerns for prompt payment receipt.  You will be required to educate our customers on the different payment methods available to make their payments timely while explaining the payment terms negotiated as part of their contract agreement and the outlined consequences for failure to adhere to those terms. Conflict resolution and negotiation skills will be utilized on-a-daily basis. These are call-center like activities with quick resolution to outstanding balances. Demonstrates a bias for action and a sense of urgency; sets goals and makes clear commitments to deliver results and meet deadlines; manages conflicting priorities; deals effectively and promptly with problems; maintains momentum and recovers quickly from setbacks.

Job Description
  • Receive inbound calls from CenturyLink business customers for collections, payment arrangements, and simple billing inquiry
  • Meet established collection objectives monthly which will include collecting and managing past due accounts and outstanding invoices for moderate sized customers.
  • Use various computer systems/screens simultaneously
  • Build and maintain strong customer rapport
  • Consult, multi-task, and problem solve with the customer
  • Perfect the customer experience by providing excellent service on every interaction (phone calls, emails, meetings, conference calls, etc.)
  • Preparation of monthly collection reports, recommendations, and credit approval decisions on new accounts which will include credit memos and write-off activities
  • Teamwork and collaboration with Sales Support, Customer Service, Billing Operations, Billing Inquiry,  and Accounts Receivable teams in reconciling accounts.
  • Possess the ability to overcome objections and offer solutions to resolve potential roadblocks during the collection process.
  • Ability to locate, review, and comprehend the terms of the contractual agreements governing the servicing relationship between the customer and CTL.
  • Required to work onsite at all times, cannot work remotely
  • Computer literacy/good typing skills.  Advanced profiency in the use of Microsoft Office (excel, outlook & word)
  • Peer coaches
  • Strong communication skills (written and verbal) preferred
  • Multi-tasking and problem-solving skills
  • Good listening skills are necessary for consultative collections and to negotiate solutions that benefit the company and the customer
  • Outstanding customer service skills
  • Ability to manage your time wisely to accomplish your daily, weekly, and monthly goals
  • Bachelor’s degree in Finance, Accounting, or Management (substitution of 4 years of work experience will be allowed for the educational requirement)
    Preferred Qualifications:
  • Previous call center experience
  • 5 years collections and/or finance related experience

Alternate Location: US-Oklahoma-Tulsa

Requisition #: 213472

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at 

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”).  We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  Job duties and responsibilities are subject to change based on changing business needs and conditions.

Nearest Major Market: Tulsa
Nearest Secondary Market: Oklahoma

Job Segment: Accounts Receivable, Collections, Cyber Security, Sales Support, Call Center, Finance, Security, Sales, Customer Service

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