Collections Specialist

Collections Specialist (Contract)

Think back—was there ever an elevator ride that made you go, “Whoa, this is nice”?

Maybe it was an elegant glass lift or a minimalist stainless-steel rocket.

It might have shaped your first impression or left a lasting memory of a building.

Chances are, the details made the difference; with an aesthetic interior and stylish, well-built buttons and fixtures. Immersive digital technology like visual displays may have turned a simple ride into a memorable experience as well. You may not have noticed these details then, but once you’ve worked with us, you’ll start noticing them everywhere you go.

Company Overview

We have a vision – to have a MAD product in every elevator. Headquartered in Mississauga Canada, our 80,000 sq. foot facility focuses on the efficient production of industry-leading fixtures, high quality elevator car interiors, and cutting-edge digital products.

At MAD, we set you up to be the expert – providing the tools, support, and environment to help you thrive. From there, it’s all you – your drive and ideas lead the way. MAD has been ranked among Canada's top 500 fastest growing companies, one of Canada’s Best Managed Companies, a Best Places to Work in Canada, and among Best Employers for Recent Graduates.

Our New Collections Specialist will be responsible for the timely collection of outstanding customer receivables and accurate application of incoming customer payments across the MAD Elevator Group. This role reports to the Group’s Finance Operations Manager.

This role manages an assigned portfolio of customer accounts, proactively follows up on overdue balances, investigates payment discrepancies, and maintains accurate records of collection activities and customer commitments.

The successful candidate will be organized, detail-oriented and comfortable communicating directly with customers by telephone and email. They will demonstrate strong follow-through, take ownership of outstanding collection items, and work collaboratively with the AR Analyst, Finance Operations Manager and other internal teams to resolve issues affecting payment.

This is a hands-on role requiring the ability to manage daily priorities, meet established performance targets and communicate account status and required next steps clearly to management.

What you will do in the role

Customer Collections and Account Management

Manage an assigned portfolio of customer accounts and ensure timely collection of outstanding receivables.

Review accounts receivable aging reports regularly to identify overdue invoices and prioritize collection activities.

Proactively contact customers by telephone and email to follow up on overdue invoices, obtain payment commitments and resolve outstanding balances.

Maintain consistent follow-up notes on overdue accounts until payment is received or the matter is escalated for resolution.

Monitor customer payment commitments and follow up promptly when payments are not received as agreed.

Identify payment delays, invoice disputes, missing documentation and other issues preventing collection.

Work collaboratively with the AR Analyst when customer accounts require invoice corrections, rebilling or other account adjustments.

Escalate unresolved collection issues, significant overdue balances and accounts requiring additional management intervention to the manager.

Support established collection procedures, including identifying accounts requiring shipment holds or other collection actions for management review.

Maintain professional and constructive customer relationships while ensuring collections targets are achieved.

Follow established company policies, procedures and internal controls.

Maintain confidentiality of customer and financial information.

Cash Application and Payment Processing

Daily application of incoming customer payments accurately and promptly in Syspro, including EFTs, cheques, wires and credit card payments.

Match customer payments to outstanding invoices using remittance information and customer account records. Reach out to customers when information is not received or to clarify payment allocations.

Investigate and resolve payment discrepancies, short payments, unidentified receipts and unapplied cash.

Maintain accurate records of unapplied or unidentified payments and ensure outstanding items are followed through to resolution.

Coordinate with the accounting team to resolve cash application discrepancies and maintain accurate customer account balances.

Customer Communication and Inbox Management

Manage assigned accounts receivable inboxes daily, ensuring customer inquiries and requests are reviewed, prioritized and actioned.

Respond to customer inquiries within 48 hours, including providing an update or expected resolution timeline where further investigation is required.

Communicate professionally with customers regarding overdue balances, payment arrangements and outstanding account issues.

Coordinate with internal departments, including Sales, Project Management and Finance, to resolve customer payment inquiries.

Maintain accurate and up-to-date internal collections trackers, including customer contact history, payment commitments, disputes, outstanding actions and follow-up dates.

Use established tracking tools and reports to monitor overdue balances and collection progress.

Ensure collection activities and next steps are documented sufficiently to allow other team members to understand the status of each account.

Provide regular updates to manager on collection progress, outstanding issues, payment commitments and accounts requiring escalation. Clearly explain the status of assigned customer accounts, actions already taken, outstanding obstacles and recommended next steps.

Identify recurring collection issues, credit limit increase or decrease requirements and recommend opportunities to improve follow-up and payment processing.

Other

• Other duties as assigned.
• Able to lift up to 15lbs; may work in hot areas 5%, noise 0%.
• Participate actively in Health & Safety programs, 5S activities, and continuous improvement initiatives.

Measures of Success/ KPI Expectations

• Maintain overdue balances at no more than 15% of total outstanding receivables within the assigned customer portfolio.
• Respond to customer inquiries within 48 hours.
• Ensure overdue accounts are actively followed up and customer payment commitments are tracked through resolution.
• Maintain complete, accurate and current collections trackers with clear next steps and follow-up dates.
• Process incoming customer payments accurately and promptly, with timely investigation of discrepancies. Clear all unapplied cash by end of week.
• Identify and escalate unresolved issues promptly, providing management with clear account status.

What you bring to the role

High school diploma and/or equivalent required. Post-secondary education is an asset.

At least 2 years’ experience in an accounts receivable or collection role

Experience processing and applying customer payments, including EFTs, cheques, wires and credit card payments

Strong verbal and written communication skills, with the ability to communicate professionally, clearly and confidently with customers

Demonstrated ability to follow up professionally with customers and internal team.

Strong organizational and time-management skills

High attention to detail and accuracy when processing financial transactions and maintaining customer records

Strong Microsoft Excel and Outlook, including working with spreadsheets, filters and tracking tools

Experience using an ERP or accounting system for accounts receivable and cash application. Experience with Syspro is an asset.

Ability to reconcile accounts and investigate discrepancies, identify issues and coordinate with others to achieve resolution

Ability to work independently, take initiative and follow established procedures.

Strong customer service skills and the ability to maintain positive customer relationships while addressing overdue payments

Clear Background Checks - Credit and Criminal (required)

Eligible to work in Canada

This position is located at 6635 Ordan Drive in Mississauga, ON. Hours are typically 8:00am to 4:30pm.

This is a 1 year Contract, Salary position.

This posting has one (1) vacancy.

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Artificial Intelligence (AI) Disclosure: MAD Elevator Inc. uses artificial intelligence (AI) to assist in screening, assessing, ranking, and/or selecting applicants for this position. Hiring decisions are not made solely by AI and include human review and oversight. Final hiring decisions are made by our hiring team.

Due to the number of responses, only qualified candidates who meet the requirements of the job will be selected for an interview.

We are an Equal Opportunity Employer in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Ontario Human Rights Code (OHRC). Accommodations can be made available to applicants with disabilities throughout the recruitment, selection and/or assessment process.

If you require accommodation in applying for a posting, please contact Human Resources.