Onboarding & Collections Specialist

Job Description

Job Description

Description:

The Onboarding & Collections Specialist serves as a key operational and customer-facing role within the Member Services department. This position is responsible for managing the onboarding experience for newly Accredited Businesses, ensuring accuracy, compliance, and quality of BBB business profiles, while also handling assigned collections activities related to outstanding membership balances.

The ideal candidate is detail-oriented, process-driven, and customer-focused, with the ability to balance onboarding workflows, profile quality assurance, and professional collections outreach while upholding the BBB’s mission of trust and integrity. This role directly impacts the integrity of business listings, customer trust, and overall brand reputation. By ensuring high-quality onboarding and consistent follow-through, the specialist helps drive operational excellence and positive business engagement.

Company Culture:

Our organization is committed to fostering a positive, inclusive, and high-performing workplace culture. We believe that every team member is essential to our success and that open communication, trust, and collaboration are the foundation of our work environment. Our core values—such as passion, integrity, and a commitment to excellence—guide our daily actions and decision-making. We prioritize employee engagement, provide opportunities for professional growth, and recognize the contributions of our staff. Flexible work arrangements, transparent leadership, and a focus on work-life balance are central to our culture. We are dedicated to diversity, equity, and inclusion, ensuring that all employees feel valued and empowered to contribute to our mission.

Requirements:

Onboarding & Account Setup
- Monitor onboarding queues and process new Accredited Business accounts in a timely manner
- Coordinate with internal teams to ensure accurate account setup and system alignment
- Run and review onboarding-related reports (e.g., EC reports, distribution lists)
- Maintain onboarding workflows and ensure adherence to established timelines

Business Profile Management
- Create, update, and maintain BBB Business Profiles
- Ensure all required business information is complete, accurate, and compliant
- Audit new and existing profiles for quality assurance and consistency
- Identify and correct outdated information, broken links, and formatting issues
- Update legacy profiles to align with current standards

Content & Media Management
- Edit, format, and upload photos and videos to business profiles
- Ensure all media meets compliance and quality standards
- Use AI tools (e.g., Copilot) to draft and enhance business profile descriptions

Communication & Stakeholder Support
- Communicate with businesses via email regarding missing or incomplete information, profile updates, and media approvals
- Utilize standard and custom templates to ensure consistent communication
- Maintain and manage onboarding email distribution lists

Quality Assurance & Compliance
- Follow onboarding checklists and QA processes
- Ensure adherence to BBB standards and branding guidelines
- Maintain accurate documentation and audit trails

Collections & Account Follow-Up
- Follow up with businesses on outstanding onboarding requirements or account activation needs
- Track and document follow-up communications
- Partner with internal teams to resolve account discrepancies

Onboarding Quality Checklist

- BBB Seal properly displayed on the business website (or instructions provided)
- Business logo uploaded and formatted correctly
- Accurate Name, Address, Phone Number, and Email (NAP verification)
- Proper classification under appropriate Type of Business (TOB)
- Hours of operation listed
- Minimum two-sentence business overview
- At least three compliant photos uploaded
- Website and social media links included

Ideal Candidate :

• Organized & Detail-Oriented: Able to manage multiple tasks, track deadlines, and maintain accurate records.
• Strong Communicator: Excellent written and verbal communication skills; comfortable interacting with business owners and internal teams.
• Team Player: Willing to collaborate, support others, and contribute to a positive team environment.
• Ethical & Dependable: Demonstrates a high degree of integrity and reliability.
• Adaptable: Open to coaching and able to implement new strategies and techniques.
• Tech-Savvy: Proficient in standard office software and CRM systems.
• Attention to Detail

Qualifications :

Required:
- 2+ years of relevant experience
- Strong attention to detail
- Experience with CRM or profile management systems
- Excellent written communication skills

Preferred:
- Experience in collections or billing support
- Familiarity with digital content management
- Experience using AI tools such as Microsoft Copilot

- Knowledge of compliance or QA processes