Rackspace Accounts Receivable Specialist in Hayes, United Kingdom

Overview & Responsibilities

The Purpose

To manage an assigned customer ledger in all aspects of the collections process (chasing, reviewing, reconciling, reporting, communicating etc.) to ensure a level of minimum aged debt. Act as AR primary point of contact reply to queries and tickets raised by our customers related to the collections function as well as assisting with those related to billing and other business-related issues. Build positive rapport with our customers and our internal business partners (sales and service delivery management). To minimize any threat of bad debt by highlighting potential bad payers in a timely manner and proactively act on them or escalate as appropriate. To Comply with Rackspace, set processes, procedure and guidelines.

Your Day to Day

  • Acts as the primary point of contact for customer billing and payment issues on assigned portfolios.

  • Ensures the collections process is working efficiently by monitoring credit limits for customers and collecting all monies due to minimize the risk of bad debt.

  • Manages the collection of customer accounts from an assigned portfolio.

  • Initiates problem resolution by using various research and reconciliation techniques, including account reconciliations.

  • Manages bad debt in a portfolio environment by working through issues with assigned customers.

  • Handles and documents internal and external communications, via phone, ticket or email as outlined in department processes.

  • Expected to resolve own and team's accounts issues by using various research techniques, including account reconciliations.

  • Forms and maintains collaborative relationships with other departments in order to address and solve issues or implement solutions.



  • Intermediate knowledge of Microsoft office with an advanced knowledge of Excel.

  • Advanced knowledge in resolving account issues by using various methods of research including account reconciliations and custom invoicing.

  • Familiar with accounting terminology, AR policies and contract terms and AR policies.

  • Has the ability to make independent decisions for bad debt write offs with minimal risk exposure.


  • Strong customer service skills including timely communication.

  • Strong conflict resolution skills, including issue resolution via escalations.

  • Excellent Customer service experience and significant experience within Collections


  • Provides training/ shadowing to new hires and existing team members for levelling.

  • Ability to multitask in a fast-paced environment including high call, email and ticket volume.

  • Ability to participate as a Subject Matter Expert (SME) in department initiatives.

  • Ability to make appropriate decisions considering the relative costs and benefits of potential actions according to department policies and procedures.

  • Directly collaborates with various areas of the business to ensure accurate communication of AR status delivered including but not limited to Enterprise Business Unit (verbal, written, presentation).

Req # 39584

Category Accounting / Finance