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Lumen Collections Specialist II - Multiple Locations in MESA, Arizona

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

As a Lumen Collections Specialist II, you will collect revenues owed from business customers and to assist with 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. Conflict resolution and negotiation skills will be utilized on-a-daily basis. These are call-center like activities with quick resolution to outstanding balances.

The Main Responsibilities

  • Receive inbound calls from Lumen business customers for collections, payment arrangements, and simple billing inquiry

  • Meet established collection objectives monthly, 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 Lumen

What We Look For in a Candidate

Minimum Qualifications:

  • 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)

  • Require to work onsite at all times, cannont work remotely

  • Computere literacy/good typing skills. Advanced proficiency in the use of Microsoft Office

Preferred Qualifications:

  • Previous call center experience

  • 5 years collections and/or finance related experience

What to Expect Next

Requisition #: 256396

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.

Salary Range

Salary Min :


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This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. ( We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :


Salary Max :


This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.