Collections Specialist at Motive

<div class="content-intro"><p><strong>Who we are:</strong></p> <p>Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.</p> <p>Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.</p> <p>Visit <a href="http://gomotive.com">gomotive.com</a> to learn more.</p></div><div> <p><span style="font-size: 12pt;"><strong>Who We Are</strong></span></p> <p><span style="font-size: 12pt;">Motive is on a mission to modernize the trucking industry. With our leading fleet management platform, we bring trucks online and fundamentally transform how freight moves across roads globally. Our team sees the tangible impact of our work every day, believing that intelligence is most powerful when paired with humility. Motivated by the opportunity to improve every facet of a trillion-dollar industry, we’re proud to be recognized as a Forbes Cloud 100 company, a 2020 Career-Launching Company by Wealthfront, and a Forbes Best Startup Employer 2020.</span></p> <p><span style="font-size: 12pt;"><strong>Position Purpose</strong></span></p> <p><span style="font-size: 12pt;">The&nbsp;<strong>Termed Collections Specialist (L2)</strong> is responsible for the systematic reconciliation and collection of outstanding balances associated with expired or matured contract terms. This role focuses on <strong>active customers</strong>, ensuring that previous contract liabilities are cleared to maintain account health and support ongoing business relationships. The L2 Specialist follows established workflows to resolve high-volume, routine billing discrepancies.</span></p> <h3><span style="font-size: 12pt;"><strong><br>Key Responsibilities<br><br>1. Active Account Outreach</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Execute high-volume outbound communication (calls and emails) to active clients regarding past-due balances.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Deliver professional, service-oriented payment reminders that align with company brand standards.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Provide customers with necessary documentation, such as final invoices or statements of account.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>2. Foundational Reconciliation</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Review accounts to ensure that end-of-term charges (e.g., usage true-ups or equipment returns) are billed according to the standard contract.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Research and resolve basic billing errors, preventing the customer from closing out a prior-term balance.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Update the CRM/ERP system with accurate contact information and detailed interaction history.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>3. Dispute Management &amp; Escalation</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Identify and document customer disputes regarding end-of-term fees.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Resolve common, low-complexity inquiries independently using the approved Job Matrix guidelines.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Escalate complex disputes, high-dollar reconciliation issues, or sensitive "at-risk" accounts to Level Management.</span><br><br><br></li> </ul> <table> <tbody> <tr> <td> <p><span style="font-size: 12pt;"><strong>Competency</strong></span></p> </td> <td> <p><span style="font-size: 12pt;"><strong>Requirement</strong></span></p> </td> </tr> <tr> <td> <p><span style="font-size: 12pt;"><strong>Education</strong></span></p> </td> <td> <p><span style="font-size: 12pt;">High School Diploma or GED required; Associate's degree preferred.</span></p> </td> </tr> <tr> <td> <p><span style="font-size: 12pt;"><strong>Experience</strong></span></p> </td> <td> <p><span style="font-size: 12pt;">1 year in Customer Service, Billing, or Accounts Receivable.</span></p> </td> </tr> <tr> <td> <p><span style="font-size: 12pt;"><strong>Tech Proficiency</strong></span></p> </td> <td> <p><span style="font-size: 12pt;">Basic Excel skills (sorting, data entry) and experience with CRM software.</span></p> </td> </tr> <tr> <td> <p><span style="font-size: 12pt;"><strong>Communication</strong></span></p> </td> <td> <p><span style="font-size: 12pt;">Strong verbal and written skills with a focus on de-escalation.</span></p> </td> </tr> <tr> <td> <p><span style="font-size: 12pt;"><strong>Core Ability</strong></span></p> </td> <td> <p><span style="font-size: 12pt;">Must be able to follow strict Standard Operating Procedures (SOPs).</span></p> </td> </tr> </tbody> </table> </div> <p>&nbsp;</p><div class="content-conclusion"><p data-pm-slice="1 1 []"><em>Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.&nbsp;</em></p> <p><em>Please review our Candidate Privacy Notice&nbsp;<a class="ProsemirrorEditor-link" href="https://drive.google.com/file/d/1X9AbvQHki8zZCyjDjip1g0NtdZHcykJc/view?usp=drive_link" target="_blank">here</a>.</em></p> <p><em>UK Candidate Privacy Notice <a href="https://drive.google.com/file/d/1nqdWTJ7WJJikhj1Yhlo4jxDRA_6yXZbd/view">here</a>.</em></p> <p><em><span id="m_-8012333603671085849gmail-docs-internal-guid-8821a356-7fff-42cb-93df-e4c910033371">The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.&nbsp;</span>It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.&nbsp;</em></p></div>