Senior Collections Analyst

The Senior Collections Analyst manages complex and high-risk customer accounts, drives resolution of past-due balances, and supports escalated collection, dispute, and credit-risk activity. This role also supports acquisition accounts, serves as an experienced resource for collection-related questions and reporting, and identifies opportunities to streamline collection processes and improve consistency, efficiency, and results. The position is also eligible to participate in quarterly collection incentive sprints, providing opportunities to earn additional income based on established performance criteria.

• Analyze and manage complex, high-risk, and delinquent customer accounts, including credit holds, payment plans, escalations, and outside collection placement.
• Conduct collection activity and negotiate payment resolution while maintaining professional customer relationships and detailed account documentation.
• Research and resolve complex billing, service, pricing, credit, and payment disputes with internal partners.

• Manage collection activity and account research for assigned acquisition accounts, including payment status, disputes, customer communication, and aging resolution.
• Support integration of acquired accounts into established collection processes and identify gaps requiring follow-up, documentation, or process alignment.

• Serve as an experienced resource for collection-related questions, escalations, account research, reporting, and complex customer issues.
• Assist with department inbox coverage and workflow coordination as needed to support timely completion of collection activities.
• Prepare and analyze reports and spreadsheets related to aging, payment activity, account status, disputes, and collection trends.
• Identify opportunities to streamline collection processes, improve documentation and communication, and increase efficiency and consistency.

• Respond to customer inquiries and provide account balances, payment status, invoices, statements, contracts, and supporting documentation.
• Partner with Sales, Customer Solutions, Accounts Receivable, and Operations to resolve payment barriers and support new or acquired customers.
• Provide guidance and support to Collection Analysts when assistance is needed with complex accounts, systems, research, or collection processes.

• Proficient in Microsoft Office, including Excel and Pivot Tables;
  Great Plains, F&O, and D365 Finance & Supply Chain Management (FSCM) knowledge preferred.
• Strong analytical, account-research, conflict-resolution, and critical-thinking skills.
• Excellent verbal, written, customer-service, organizational, and cross-functional communication skills.
• Ability to independently manage complex accounts, multiple priorities, and high-volume customer-facing responsibilities.
• Ability to identify process gaps, recommend improvements, and support consistent collection practices.

• Associate degree preferred; equivalent relevant experience may be considered.
• 3+ years of collections or accounts receivable experience preferred; B2B collections experience a plus.
• Experience managing complex or high-risk accounts, escalated disputes, acquisition accounts, or multi-business-unit environments preferred.
• Experience with account reporting, Excel analysis, and collection systems;
  Great Plains, F&O, and D365 Finance & Supply Chain Management (FSCM) experience a plus.

• There are no special physical requirements for this position.
• General office conditions
• Some light lifting and bending
• Periods of sitting

This job description in no way states or implies these…