Role Overview

The Alarm Monitoring & Collections Specialist is responsible for responding to alarm events, coordinating emergency dispatch, and ensuring accounts remain in good financial standing. This dual-function role combines alarm monitoring duties with accounts receivable and collections tasks, including outbound calls, payment reminders, account status updates, and resolving overdue balances. The ideal candidate is calm under pressure, highly detail-oriented, and confident in communicating payment requirements while maintaining professional, customer-focused service.

Key Responsibilities

Collections & Accounts Receivable

• Review past-due accounts and initiate payment reminders according to company policy.
• Contact customers regarding expired payment methods, declined transactions, or overdue balances.
• Negotiate and establish payment arrangements within approved guidelines.
• Update billing notes and maintain accurate records in CRM and QuickBooks Online.
• Provide customers with invoices, statements, and proof of service when requested.
• Recommend accounts for suspension, cancellation, or third-party recovery when required.
• Coordinate with Finance/Billing Supervisor on aging reports and monthly collection targets.

Customer Support & Administration

• Assist with account updates, monitoring plan renewals, and contract changes.
• Process payments over the phone or direct customers to available payment channels.
• Schedule technician visits when failure-to-communicate or service issues affect billing.
• Participate in shift change briefings and maintain high-quality handover notes.

Required Skills & Competencies

• Excellent phone communication and conflict resolution abilities.
• Strong attention to detail and accurate data entry habits.
• Ability to remain calm, clear, and composed during emergency situations.
• Confidence in discussing outstanding balances and securing payments.
• Strong multitasking skills across multiple screens, systems, and call queues.
• High level of integrity and ability to handle sensitive information discreetly.

Shift & Compliance Requirements

• Rotating shifts, including nights, weekends, and holidays.
• Remote  required unless approved for remote work.
• Must sign confidentiality, data protection, and monitoring center protocols.

Performance Indicators (KPIs)

• Average alarm response time and protocol accuracy.
• Collections recovery rate and aging improvement.
• Payment arrangements secured and successful follow-through rate.
• Call quality and customer satisfaction scores.
• Attendance and shift reliability.

Independent Contractor Perks

HMO Coverage for eligible locations

Permanent work from home

Immediate hiring

Steady freelance job