Collections Analyst

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The Collections Analyst is responsible for managing an assigned portfolio of customer accounts and driving the timely collection of outstanding receivables. The role will proactively communicate with customers, obtain payment commitments, resolve disputes and coordinate with internal departments to remove barriers to payment.

The position also supports cash application, account reconciliations, customer account administration and the monitoring of project holdbacks. Success requires strong communication, persistence, sound judgment and a high level of accuracy and follow-through.

• Accountability and dependability
• Strong customer service and communication skills
• Professional persistence and confidence
• Organization, prioritization and time management
• Problem-solving and root-cause analysis
• Attention to detail and accuracy
• Sound decision-making and judgment
• Ability to manage difficult conversations professionally
• Cross-functional collaboration
• Continuous learning and process improvement

• Manage an assigned portfolio of customer accounts and take ownership of collecting outstanding receivables.
• Review the AR aging daily and prioritize collection activity based on invoice age, value, customer risk and payment commitments.
• Proactively contact customers by telephone and email to collect overdue balances and obtain firm payment dates.
• Document collection activity, customer correspondence, disputes, promises to pay and required follow-up actions in the applicable system.
• Monitor payment commitments and follow up promptly when promised payments are not received.
• Send customer statements, invoice copies and supporting documentation required to facilitate payment.
• Reconcile customer accounts and work with customers to resolve payment discrepancies, short payments, deductions, credits and unapplied cash.
• Identify high-risk, significantly overdue or unresponsive accounts and elevate them in accordance with company procedures.
• Recommend accounts for credit hold, account restrictions or further collection action when appropriate.
• Maintain professional and collaborative customer relationships while ensuring compliance with contractual payment terms.

• Investigate the root cause of overdue balances, including billing errors, missing documentation, pricing discrepancies, purchase-order issues and incomplete delivery or service support.
• Coordinate with invoicing, operations, sales, service and project teams to resolve disputes and remove barriers to collection.
• Maintain an accurate record of disputed invoices, responsible internal parties, required actions and expected resolution dates.
• Identify invoices aging because of internal process issues and follow up with the responsible department until resolved.
• Escalate unresolved disputes or internal delays that may affect collection.
• Provide customers with invoices, proof of delivery, service documentation, purchase-order support and other required information.
• Escalate situations where customers are withholding payment because they have not been paid by their own customers when this is inconsistent with the agreed contractual terms.

• Receive and apply customer payments accurately to the appropriate customer accounts and invoices.
• Investigate unidentified or unapplied payments and request remittance details from customers as required.
• Process cheque deposits using the cheque scanner or through the applicable branch process.
• Process credit card payments in accordance with company policies and internal controls.
• Support the setup and maintenance of customer accounts, including tax status, credit limits and payment terms.
• Assist with processing credit applications and obtaining required supporting documentation.
• Monitor the shared…