Senior Credit & Collections Specialist

About the Role

Abnormal AI is looking for a Senior Credit and Collections leader to join the Accounting team. The ideal candidate is a builder with a demonstrated ability to develop and scale our collections process. You are a critical part of building the capability and standards of the accounting function, ensuring service delivery excellence to our stakeholders, and you are highly skilled in collaborating with all levels and functions across the business.

You carry a passion to drive operational efficiencies and are constantly looking for ways to improve the collections process — including through the thoughtful use of AI-powered tools and platforms. You are creative in solutioning and have the ability to strike the appropriate balance between velocity, customer enablement, and risk management. The ability to identify and implement workflow and system improvements, including AI-driven automations, are key expectations for this role.

You lead by example and enjoy building trust across the organization to be a best-in-class, go-to business partner.

What You’ll Do

Core Collections & Billing

• Manage the end-to-end collections process, including issuing initial invoices, following up on outstanding balances, and resolving invoice disputes in a timely manner
• Provide post-close audit reporting related to billing and collections activity
• Ensure efficient processing of all collections activities, including updating and maintaining customer payable contact information
• Serve as the subject matter expert to the business on effective collections practices and policies

Aging & Reporting

• Own the AR aging report and produce weekly and monthly collections metrics including DSO, collection rate, and bad debt reserve
• Present collections trends and insights to the Deal Desk Director and Finance leadership, surfacing risks and recommended actions
• Leverage AI tools to automate aging report generation, flag high-risk accounts, and draft executive-ready summaries

Customer Relationship Management

• Serve as the primary point of contact for customer billing inquiries, building relationships with customer AP teams to proactively prevent payment delays
• Maintain accurate and up-to-date customer payable contact records, anticipating personnel changes that could disrupt payment workflows
• Use AI-assisted drafting tools to produce timely, professional customer communications that balance collections urgency with relationship preservation

Escalation & Dispute Management

• Manage a formal escalation path for delinquent accounts, coordinating with Sales, Legal, and Customer Success when accounts require executive outreach or collections agency involvement
• Triage and resolve invoice disputes efficiently, documenting root causes and identifying recurring issues to drive upstream process fixes
• Apply AI-powered triage to prioritize dispute queues and surface resolution recommendations based on account history and contract terms

Write-off & Bad Debt Management

• Manage the bad debt write-off process, including documentation, approval workflows, and coordination with the Controller or VP Finance
• Perform periodic bad debt reserve analysis, ensuring reserve levels appropriately reflect aging trends and collection risk
• Maintain audit-ready write-off records in compliance with internal controls and accounting policy

Process Documentation & Controls

• Own collections policy and procedure documentation, ensuring all workflows are clearly defined, consistently followed, and updated as processes evolve
• Ensure SOX-relevant collections controls are documented and audit-ready, partnering with the accounting team during internal and external audits
• Build and maintain AI prompt libraries and workflow templates that enable the team to scale collections operations efficiently and consistently

AI Platform & Workflow Efficiency

• Leverage AI-powered platforms (e.g., Claude, Abnormal’s internal AI tools) to automate repetitive collections tasks such as invoice follow-up sequencing, customer communication drafting, and dispute triage
• Identify opportunities to integrate AI tooling into the collections workflow, including intelligent prioritization of aging receivables and automated cash application matching
• Partner with the Deal Desk Director and cross-functional stakeholders to evaluate, test, and implement AI-assisted process improvements that reduce manual effort and improve collection cycle times
• Build and maintain prompt libraries, workflow templates, and documentation to scale AI-assisted processes across the team
• Monitor AI-generated outputs for accuracy and compliance, ensuring all automated communications and reporting meet Abnormal’s standards

What You’ll Bring

• 3–5 years of experience in collections, accounts receivable, or a related accounting function
• Demonstrated experience with ERP systems (e.g., NetSuite, Sage Intacct, SaaS Optics) and billing workflows
• Hands-on experience using AI platforms or productivity tools (e.g., Claude or similar) to improve work quality and efficiency; curiosity and eagerness to expand that skill set
• Strong analytical and problem-solving skills with a process improvement mindset
• Excellent written and verbal communication skills; comfortable engaging with customers and internal stakeholders at all levels
• High attention to detail and ability to manage competing priorities in a fast-paced environment
• Experience in a high-growth SaaS or technology company is a plus

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