Collection Service Analyst

Job Purpose

The Collection Services Analyst is responsible for managing customer accounts to ensure timely payment of outstanding balances. This role works with customers and internal partners to resolve payment issues, reduce delinquency, improve cash flow, and maintain positive customer relationships while supporting the company’s credit and collection objectives.

• Research and resolve customer disputes and issues.
• Gain access to and enter invoices for customers so we can obtain payment via a third‑party invoicing system.
• Consistently follow up to ensure customer information requests have been satisfied and commitments have been met.
• Document all customer collection contacts (both internal and external), specifically promises to pay, agreements and information requests.
• Maintain customer contact (via phone and e‑mail) regarding delinquent invoices, credit memos, invalid deductions, on‑account payments, customer disputes and terms discrepancies.
• Collect relevant information needed to affect payment, including obtaining copies of invoices, proofs of delivery, credit memos, details from a DFR and on‑account payments.
• Monitor a specific portfolio of accounts and initiate action to facilitate on‑time payment of invoices and to recover delinquent receivables.
• Establish and maintain positive relationships with customers both internal and external.

• Strong customer‑focused orientation and ability to establish and maintain positive relationships with customers both internal and external.
• Strong organizational and project management skills.
• Strong customer service skills (friendly, courteous and helpful).

• 3‑5 years of related job experience.
• Ability to manage multiple projects, work under pressure, and adapt to sudden changes in the work environment.
• Basic experience with simple office/operational systems.
• Excellent verbal, written, people and diplomacy skills.
• Experience planning, managing and organizing resources within short/medium timescales within the overall policy framework.
• Proficient with Microsoft Office Suite.

• Bachelor’s Degree Preferred.

• Engaging and inclusive culture with employee‑led employee resource groups and recognition platform.
• Extensive training opportunities, professional development programs, career pathing and mentorship opportunities.
• Collaborative atmosphere with customers and suppliers to create healthier, safer and more sustainable communities through responsible operations and innovative solutions.
• Healthcare benefits (medical, dental, vision and health savings account).
• Life, AD&D and disability insurance.
• 401(k) with match and annual profit‑sharing program.
• Paid time off, tuition reimbursement and parental bonding time.
• Employee assistance program and other fringe benefits.