Customer Liaison Representative-Customer Service

GB Collects is a results-driven commercial collections firm dedicated to preserving client relationships while maximizing recovery results. We work with various businesses industries and seek a detail-oriented Customer Service Liaison Representative (CLR) to manage client relationships and coordinate with our collections team. GB Collects is one of the nation’s leading commercial collection firms, and we are a multi-time “Best Places to Work” award winner, among others. Our culture fosters a healthy work-life balance Role Summary-The CLR will be the primary point of contact between our clients and the collection team. You will facilitate new claims, track case progress, prepare and deliver accurate reports, analyze communication and payment data, and ensure excellent client service throughout the collections lifecycle. Key Responsibilities- -Serve as the day-to-day client contact for intake and management of new commercial claims for collection. -Coordinate with the client to open, monitor and escalate accounts as needed. -Gather and verify client documentation, invoices, and account details required for submission. -Prepare, deliver, and explain regular status reports and ad-hoc analyses to clients. -Maintain clear, professional written and verbal communications with clients, third parties, and internal teams. -Track KPIs (recoveries, aging, promise-to-pay rates, etc.) and flag trends or issues. -Reconcile payments and update account records; work with accounting when discrepancies appear. -Use analytical and math skills to evaluate case viability, calculate recoveries and fees, and model outcomes. -Ensure compliance with legal, regulatory, and internal policy requirements. Identify process improvements to increase recovery rates and client satisfaction. Required Qualifications- - 2+ years’ experience in collections support, client services, or related role (experience working with a commercial collection agency a plus). -Strong written and verbal communication skills; experience interacting directly with clients. Proven reporting experience — generating, formatting, and presenting account and performance reports. -Demonstrated analytical ability and comfort with numbers; competency in basic math, percentages, and reconciliations. -Proficiency with Excel (pivot tables, VLOOKUP/XLOOKUP, basic formulas) and experience with CRM or collections software. -Organized, detail-oriented, able to manage multiple accounts and deadlines. Professional demeanor and ability to handle sensitive financial conversations. Preferred - -Familiarity with relevant laws/regulations (FDCPA, state commercial collection rules, or similar). -Experience with accounting systems or billing platforms. Bachelor’s degree in business, finance, or related field (or equivalent experience). What We Offer- -Compensation $17 to $20 per hour (based on experience), plus eligibility to participate in our bonus program. Schedule • Monday through Friday • 9 to 5 • Full Time • No Evenings or Weekend GB Collects, LLC is an equal opportunity employer Job Type: Full-time Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Life insurance • Paid time off • Vision insurance Ability to Relocate: • West Berlin, NJ 08091: Relocate before starting work (Required) Work Location: In person Pay: $17.00 - $20.00 per hour Work Location: In person