Job Description
- Manage an assigned territory and portfolio of franchisee accounts, with responsibility for day-to-day collection activities and follow-up.
- Monitor accounts receivable balances, aging, payment activity, and delinquency to identify accounts requiring collection action.
- Contact franchisees regarding past-due balances and establish clear expectations for payment.
- Work with franchisees to understand circumstances contributing to delinquency and identify appropriate paths toward resolution.
- Execute collection strategies in accordance with established policies, procedures, and direction from Financial Account Management leadership.
- Facilitate payment arrangements within established guidelines and escalate requests requiring additional approval.
- Research and help resolve billing questions, disputes, and account discrepancies in partnership with appropriate internal teams.
- Maintain accurate and timely documentation of collection activities, franchisee commitments, disputes, and account status.
- Prioritize collection activities based on account aging, balances, risk, and established business priorities.
- Identify franchisee accounts requiring escalation based on delinquency, broken payment commitments, financial risk, or other established criteria.
- Gather relevant account information and prepare recommendations for next steps, including payment arrangements, defaults, reservation suspensions, settlements, or other collection actions.
- Support the development of termination recommendations when collection efforts and other remedies have been unsuccessful.
- Escalate complex, high-risk, or sensitive franchisee situations to Analysts or Financial Account Management leadership for guidance and decision-making.
- Execute approved collection and enforcement actions and ensure appropriate follow-up is completed.
- Partner with Legal and Financial Account Management leadership to provide documentation and account information needed to support default, suspension, or termination processes.
- Develop an understanding of franchise agreements, company policies, and contractual remedies applicable to delinquent accounts.
- Communicate clearly and professionally with franchisees regarding outstanding balances, payment commitments, and collection requirements.
- Navigate difficult financial conversations with professionalism and seek guidance on particularly complex or sensitive situations.
- Balance effective collections practices with appropriate consideration for the broader franchise relationship.
- Provide franchisees with accurate information regarding account balances, payment obligations, and collection processes.
- Develop effective working relationships with Franchise Sales, Franchise Operations, Legal, Finance, and other internal stakeholders.
- Communicate account status, collection activity, and significant franchisee issues to appropriate business partners.
- Seek input from internal stakeholders when operational, contractual, or relationship considerations may affect the collection strategy.
- Coordinate with business partners to support agreed-upon collection actions and account resolutions.
- Develop an understanding of how collection decisions may affect broader franchise relationships and company objectives.
- Escalate situations involving competing business priorities to Analysts or Financial Account Management leadership as appropriate.
- Monitor assigned portfolio performance and identify changes in aging, delinquency, and payment behavior.
- Prepare regular account updates and provide accurate information for portfolio reporting and forecasting.
- Identify recurring account issues and communicate potential trends to Financial Account Management leadership.
- Participate in process improvement initiatives and contribute ideas for improving collection effectiveness and the franchisee experience.
- Develop knowledge of collections best practices, company policies, franchise agreements, and the broader franchise business model.
Essential Skills
- 2-3+ years of customer service experience with experience handling escalations
- Preferred to have Collections experience collecting overdue payments
- Proficiency in customer service and outbound calls.
- Experience with accounts receivable processes.
- Familiarity with Microsoft Office Suite.
- CRM experience, preferably with Oracle Fusion.
- Ability to conduct professional and sometimes difficult conversations regarding financial obligations.
Work EnvironmentThe role is temporary, with a potential duration of about 2 months, starting 12/28/26, possibly longer depending on business needs. Working hours are from 9 AM to 5 PM. The position is based onsite at the Pike & Rose office on the 7th floor. The team consists of four people, and you will sit near the real estate team. The role offers potential for future permanent positions if performance during the contract is exceptional. Job Type & LocationThis is a Contract position based out of Rockville, MD. Pay and BenefitsThe pay range for this position is $20.00 - $30.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Job Type & LocationThis is a Contract position based out of Rockville, MD. Application DeadlineThis position is anticipated to close on Nov 27, 2026. Workplace TypeThis is a fully onsite position in Rockville,MD.
About Aston Carter
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.
