Employment Spot

Job Description

The Credit & Collections Analyst is responsible for following collections strategies as dictated by GetPaid and the supervisor. The analyst will work to prioritize contact with delinquent customers through the use of GetPaid collections software and work to quickly and efficiently contact all delinquent customers he or she is assigned. Utilize key portfolio metrics such as Days Sales Outstanding (DSO), Percent Current, and Accounts Receivable more than 90 days past due to manage priorities. The analyst will identify issues that require further research and hand these issues off to Resolvers for resolution. Once an issue has been researched in detail by the Resolvers, the analyst will need to follow-up with the customer in a timely manner to ensure the issue is resolved. A key priority of the Credit and Collections Analyst will be to reduce unapplied payments. The analyst is additionally responsible for proactively managing all aspects of outstanding balances and future credit worthiness. The analyst should also be able to act as a resource for internal departments and act as an advocate of quality service.

Operations Management

• Minimize DSO, account balances over 90 days past due, and unapplied payments while increasing percent current
• Minimize bad debt write-offs and maximize cash receipts while being sensitive to internal and external customers
• Contact delinquent customers
• Manage and reduce unapplied payments
• Consistently achieve average daily call volume goals
• Use collection metrics to monitor success and adjust collections strategies when appropriate
• Ensure faxes or e-mail are sent to delinquent customers
• Ensure that follow-up phone contact is established with delinquent customers
• Use collection tools appropriately to drive efficiencies
• Hand-off research issues to Resolvers appropriately
• Actively monitor accounts for fraud
• Plan and organize work so the Service Level Agreement objectives are realized
• Escalate large collection issues appropriately
• Actively document customer issues including promises to pay and customer payment issues
• Work with customers, management, and internal departments to determine alternative payment options when necessary
• Actively monitor and document customers whose aging becomes severe
• Notify management of write-off concerns
• Use assertive yet sensitive communication techniques in dealing with delinquent customers
• Promote strong collaborative relationships between the Collections teams and all other Staples internal teams, especially Sales, Accounts Receivable and Customer Service. Recognize and proactively communicate potential billing and collections issues/risks

Technical

• Use system tools (GetPaid) to manage collections strategy
• Analyze customers' accounts by utilizing spreadsheets and other software
• Use phone system technology to efficiently work through delinquent call queue

Job Requirements

Bachelor's Degree preferred but not required

• Superior ability to interact courteously with customers and ensure communication is clear and direct
• Understanding of basic accounting processes
• Understanding of credit management processes
• Ability to critically review and analyze collections processes
• Ability to identify and address concerns before they become problems, and to propose solutions to the concerns
• Ability to identify research issues and hand-off those issues to Resolvers
• Superior ability to recognize the appropriate style, level of detail, and message for the audience
• Ability to invoke customer action through soliciting, evaluating, and acting upon customer interaction

• Capable of being entrusted with confidential information
• Confidence when in adversarial situations
• Strong ability to negotiate and resolve issues/problems
• Strong dispute management skills
• Ability to build productive working relationships
• Strong ability to communicate both orally and in writing
• Ability to cooperate with team members and with supervisor
• Ability to be flexible with position duties and scope of work