Collections Associate Job Description

A Collections Associate recovers unpaid customer debt. Positioned within a lending, leasing, or trade credit operations team, the associate owns an assigned portfolio of delinquent accounts and works the full range of consumer and commercial recovery cases while following debt collection statutes such as the Fair Debt Collection Practices Act and comparable consumer protection regulations. Few accounts resolve after a single call. Success depends on reading each account's risk correctly and negotiating a repayment plan that fits both the lender's exposure limits and the client's ability to pay.

In this seat, the Collections Associate recovers past-due balances across a portfolio of consumer loans, equipment leases, and trade credit accounts, protecting cash flow and limiting bad debt exposure. Working alongside credit, legal, and customer service teams, the associate reports to the collections or credit operations function and escalates high-risk accounts before they require litigation or third-party recovery.

Career Impact: Handling accounts across consumer lending, leasing, and trade credit builds working knowledge of debt collection law that transfers across financial sectors.

Business Impact: Every account resolved without litigation keeps cash flowing and holds down the write-off rate the business tracks each month.

Growth Opportunity: Associates who manage escalations well are the ones considered first for collections supervisor or credit analyst openings.

• Own a portfolio of delinquent consumer and commercial accounts across assigned regions or account segments.
• Negotiate repayment plans and settlement terms directly with borrowers to bring past-due accounts current.
• Investigate disputed charges, payment discrepancies, and account errors to determine the cause of each delinquency.
• Document every borrower contact, promise to pay, and account decision in the collections system.
• Escalate high-risk or non-paying accounts to legal counsel or third-party recovery when internal efforts fail.
• Coordinate with sales, legal, and finance teams to resolve billing disputes that delay payment.
• Monitor aging reports and flag accounts approaching write-off thresholds for supervisor review.
• Comply with debt collection regulations such as the Fair Debt Collection Practices Act during every contact.

• Bachelor's degree in business, finance, accounting, or a related field, or equivalent professional work experience.
• 1 or more years of collections, accounts receivable, or credit recovery experience within a regulated lending environment.
• Strong organizational and time management skills to prioritize and manage a shifting caseload of active accounts.
• Ability to negotiate workable repayment arrangements that balance borrower circumstances with company risk guidelines.
• Excellent oral and written communication skills for sensitive, sometimes difficult conversations with borrowers and internal teams.
• Comfort learning and using account management systems, customer records platforms, and standard office productivity software.
• Ability to manage a high-volume caseload while prioritizing accounts by risk, balance, and deadline.
• Working knowledge of collection-related laws, company policies, and consumer data protection requirements.

• Familiarity with debt collection and consumer protection regulations, such as fair debt collection or financial conduct rules.
• Exposure to skip tracing, litigation referrals, or third-party recovery processes for high-risk accounts.
• Experience collecting on a specific product line such as consumer loans, equipment leases, or trade credit.
• Proficiency in a second language, such as French, for serving international or cross-border accounts.

• Recovery rate: the percentage of assigned delinquent balances collected within the reporting period.
• Promise-to-pay kept rate, tracking how many negotiated payment commitments are honored.
• Average days to resolution: measuring how quickly each delinquent account is brought current or escalated.
• Escalation accuracy, the share of legal referrals that actually required escalation.
• First call resolution rate, showing how often one contact leads to a payment commitment.

• Base Salary Range: $38,000 to $52,000 per year for entry- to mid-level collections associates in financial services
• Bonus: Monthly or quarterly incentive bonus tied to individual recovery rate performance
• Equity: Not typically offered at this level outside publicly traded lenders granting restricted stock units
• Health Benefits: Employer-sponsored medical, dental, and vision coverage, often with a health savings account option
• PTO: 10 to 15 days of paid time off annually, increasing with tenure
• Common Perks: Remote or hybrid scheduling, tuition assistance, and employee assistance programs for financial wellness

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment is contingent upon a background check and, where applicable, a review of credit history relevant to this role. All qualified applicants receive consideration without regard to race, color, religion, sex, national origin, disability, age, or any other characteristic protected under federal, state, or local law. Reasonable accommodation is available upon request for applicants with disabilities. Candidates must be authorized to work in the United States.

The Collections Associate owns a caseload of patient accounts with overdue medical bills, contacting families directly to negotiate settlement and drive down aged balances. Reporting to the Revenue Cycle Management team, the associate coordinates with internal management and external collection agencies to bring delinquent balances current.

Key Responsibilities

• Contact patients through a variety of methods, including email, form letters, and phone calls, to discuss, negotiate payment, and resolve outstanding medical bill balances.
• Obtain agreement with patients on balance payoff or payment terms within stated authority and guideline limits.
• Research and document patient account status, payment expectations, and conversation notes across relevant computer systems.
• Prepare and submit reports to management on outstanding medical bills and planned payment settlements.
• Transfer settlement information to external collection agencies when needed and maintain contact regarding further payment activity.
• Research overdue account balances and follow up by mail or phone with patients on delinquent payments.
• Review unpaid and underpaid claims, resubmitting or appealing as necessary.
• Verify payment information adjustments with the supervisor.
• Coordinate collection activities for delinquent accounts by preparing information for external collection agencies or attorneys.
• Comply with the Fair Debt Collection Practices Act during all collection activity.
• Respond to patient inquiries regarding account status.
• Resolve discrepancies and prepare adjustments and refunds as necessary.
• Ensure collection activity information is entered accurately into the billing system.

Required Qualifications

• High school diploma or GED, or 2 or more years of equivalent work experience.
• 1 or more years of customer service, office, call center, or phone support experience, or an associate's degree or higher.
• Familiarity with computer and Windows-based applications, including the ability to learn new and complex systems.
• Ability to communicate clearly and exchange accurate information over the telephone and in person.
• Strong record of regular and punctual attendance.
• Able to constantly operate a computer, telephone headset, and other office productivity equipment.
• Capacity to maintain a consistent, positive energy level throughout the workday.
• Ability to remain in a stationary position for prolonged periods, up to 75 percent of the time.
• Comfort working with printed and on-screen information, including small print in varying colors.
• Able to occasionally move about the office to access files and equipment.

Embedded within the collections function of the business unit, the Collections Associate shapes portfolio outcomes by managing assigned customer accounts and resolving payment issues before they age. Working closely with the team leader and functional manager, the associate reports on payment trends, coordinates credit issuance, and resolves account adjustments across a defined customer portfolio each week.

Core Functions

• Manage assigned customer portfolios following the specified collections strategies of the business unit.
• Establish and maintain effective working relationships with customer accounts payable departments.
• Provide customer service by promptly addressing requests for account information, adjustments, and credit issuance.
• Provide feedback to the team leader and functional manager on customer payment issues.
• Submit daily, weekly, and monthly reports to the team leader and functional manager.
• Follow up promptly on aging accounts for post-collection activity.
• Make timely pre-due-date courtesy calls for pre-collection.
• Handle chargebacks, discounts, write-offs, adjustments, and miscellaneous check requests according to business unit processes.
• Provide daily cash records to management and inform collectors of significant cash received.
• Prepare month-end reports and cash reconciliation of accounts receivable and cash files.
• Assist in maintaining accurate accounts receivable measurements and records.
• Prepare documentation for internal debit and credit memos, following up with customer service, sales, and customers for resolution.
• Verify and mail new credit and debit memos.
• Answer inquiries on payment application and web issues received by email and phone.

Qualifications & Experience

• Bachelor's degree in business or a finance-related field.
• 1 or more years of accounting experience in accounts receivable, collections, or customer service, or entry-level as a recent graduate.
• Practical knowledge of enterprise resource planning systems such as Oracle E-Business Suite or SAP.
• Excellent computer skills with working knowledge of Microsoft Office and SharePoint.
• Strong drive for results.
• Ability to work under pressure while remaining proactive and detail-oriented.
• Strong, innovative approach to efficient and effective problem-solving.
• Excellent communication skills, interpersonally savvy, and able to collaborate effectively with a team and people across all levels.
• Good analytical and problem-solving skills with keen attention to detail.
• Fluency in written and oral English communication.
• Willingness to work US shift hours, including US holidays.

Reporting to the immediate supervisor, the Collections Associate builds and manages a dedicated accounts receivable portfolio for payor organizations and external clients, keeping payments on track. Partnering with revenue cycle departments and payor organizations, the associate resolves claim denials and escalates accounts receivable trends to prevent bad debt exposure.

Primary Duties

• Manage a dedicated accounts receivable portfolio for select payor organizations and external clients, ensuring timely payment.
• Complete claim denial management functions, including timely follow-up and root cause analysis to prevent future denials.
• Process balance transfers, adjustment requests, refunds, and corrected claims as part of accounts receivable management.
• Apply electronic and manual payment entries into the EMR system.
• Complete reconciliation tasks to ensure payments are applied properly.
• Complete administrative appeals and escalate claim issues with payor organizations.
• Communicate accounts receivable status to internal stakeholders, including outstanding balances, bad debt risk, and payment requests.
• Coordinate data and workflow requests between internal revenue cycle departments to enable claim payment.
• Communicate and escalate accounts receivable trends to supervisors and management to ensure timely, compliant payment.
• Review, document, and communicate claim processing changes initiated by payor organizations.
• Work within multiple practice management systems, claim clearinghouse solutions, and payor websites to complete research and workflow.

Skills & Qualifications

• Degree preferred, or an equivalent combination of education and experience.
• 1 or more years of experience in billing or collections.
• Prior health care or home care experience is a plus.
• Intermediate experience with Microsoft Excel.
• Competence in basic PC skills required to perform job functions.
• Ability to meet or exceed established performance goals.
• Demonstrated compassion, excellence, and reliability in daily work.
• Strong interpersonal skills across client and internal interactions.
• Demonstrated record of goal achievement.

Sitting at the intersection of customer relationships and receivables recovery, the Collections Associate delivers timely collection of past-due balances across an international portfolio of accounts spanning multiple languages. Operating across phone, email, and internal escalation channels, the associate resolves disputed charges and shares customer feedback with internal teams to improve products and collections processes.

Duties

• Maintain and engage with a portfolio of aging receivables accounts by phone and email to recover past-due balances.
• Research disputed accounts to determine the cause and validity of each delinquency.
• Resolve or identify significant collection and billing issues and escalate them appropriately.
• Process and reconcile payments where required.
• Respond promptly to customer queries by email, phone, and other channels.
• Obtain and share customer feedback with colleagues and other departments to improve products and services.
• Attend workshops and meetings as required.
• Maintain client confidentiality at all times.
• Collaborate with internal stakeholders to resolve billing and debt collection queries.
• Assist with internal projects based on organizational needs.
• Liaise regularly with international colleagues across departments to support cross-border collections work.

Requirements

• Degree in business, management, or finance preferred, though other backgrounds will be considered.
• Prior billing, collection, or customer service experience is appreciated but not mandatory.
• Basic understanding of accounting principles.
• Experience with Microsoft Office.
• Excellent written, verbal, and telephone communication skills.
• Strong customer service orientation.
• Solid goal-, results-, and solutions-driven approach to work.
• Demonstrated self-motivation with minimal supervision needed.
• Strong reliability, dependability, and honesty in all client interactions.
• Good professional judgment, tact, and sensitivity when handling difficult conversations.
• Solid, persistent, and assertive approach to collections work.
• Fluency in Russian and English.

A key member of the billing operations team, the Collections Associate shapes root cause fixes for recurring billing and rating errors while auditing associate work for accuracy. Collaborating across internal and external customer touchpoints, the associate resolves complex domestic and international issues under broad operating guidelines.

Functions

• Organize root cause analysis of systemic and procedural abnormalities causing customer rating and billing errors.
• Develop, implement, assign, and monitor action plans to ensure account problem resolution.
• Identify system and procedural opportunities to improve implementation efficiency and increase accuracy.
• Identify individual associate training needs.
• Audit work performed by associates for accuracy and completeness.
• Respond to customer inquiries as needed.
• Communicate with internal and external customers concerning domestic and international complex issues.

Experience & Qualifications

• Bachelor's degree in a business-related field preferred.
• Experience with detailed research and analysis of a complex nature where established procedures may not exist.
• Prior billing experience preferred.
• Knowledge of multiple products, services, and business units preferred.
• Proficient in Microsoft Office products, especially Excel.
• Strong organizational, time management, analytical, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to multitask effectively.
• Advanced English proficiency.

Lower days sales outstanding and reduced bad debt exposure depend on the Collections Associate, who resolves complex payment issues and keeps customer billing accurate across multiple product lines. Serving as the primary point of contact for import billing questions, the associate works closely with outside agencies and internal departments to resolve issues affecting payment.

Accountabilities

• Provide excellent customer service.
• Respond to customer inquiries within the required service level agreement.
• Identify, prioritize, and resolve complex issues delaying payment.
• Develop, create, and analyze collection and accounts receivable reports.
• Update customer and other stakeholder information using various software programs.
• Monitor and maintain assigned customer accounts.
• Submit recommendations to write off account balances.
• Work to enhance the current collections process.
• Speak with internal and external customers to clarify questions or requests.

Technical Qualifications

• Bachelor's degree or international equivalent, ideally in business or a related field, preferred.
• Prior collections experience.
• Experience handling objections and gaining commitment preferred.
• Proficiency in the use of Microsoft Office products.
• Strong organizational and prioritization skills.
• Basic negotiation skills.
• Fluent English and French language proficiency.

As the Collections Associate, this role owns a portfolio of French-speaking clients, collecting payments and closing out withholding tax certificates on partially open invoices. The collections team relies on this work to track KPIs, mentor newer colleagues, and keep disputed items moving toward resolution.

Activities

• Collect payments from an allocated portfolio of French clients by phone and email.
• Record accurate details of disputes and queries from collection calls for referral to internal departments and follow up as needed.
• Collect withholding tax certificates to close out partially open invoices.
• Send dunning letters.
• Investigate credit items from the assigned portfolio and submit them to the relevant department.
• Maintain accurate records of all client communication in the internal collections system.
• Support the internal adjustment process.
• Mentor new hires or lower-performing colleagues.
• Take team-level initiatives to help drive and track KPIs.
• Attend regular meetings with the line manager to discuss the assigned portfolio.
• Escalate difficult collections cases to the line manager.

Position Requirements

• 2 or more years of experience in B2B collections, preferably within a financial or corporate environment.
• Well-developed IT skills, including email, Word, Excel, and PowerPoint.
• Good email writing and verbal communication skills.
• Strong customer service orientation.
• Ability to work well within a team as a supportive, helpful member.
• Capable of managing and prioritizing high workload volumes.
• Expert-level fluency in French.
• Willingness to take ownership and pride in the process and the team's deliverables, with motivation to provide a high level of service.

Collections Associate delivers borrower-centered resolution on delinquent personal loans, using telephone contact, negotiation, and skip tracing techniques to locate and reach responsible parties across an assigned caseload. The work directly supports the lending operations team's compliance with federal consumer protection laws such as the Fair Debt Collection Practices Act, keeping every account notation accurate and current.

Operational Focus

• Contact responsible parties by telephone to resolve delinquent personal loans.
• Describe resolution options and benefits to borrowers, negotiating the best possible arrangement.
• Respond to collection-related inquiries promptly and professionally.
• Perform skip tracing activities as needed to obtain location information for reaching the responsible party.
• Maintain up-to-date knowledge of collection associate job duties and responsibilities.
• Comply with all policies, procedures, and relevant federal and state laws and regulations, including the Fair Debt Collection Practices Act, Telephone Consumer Protection Act, Privacy Act, and Federal Information Security Management Act.
• Ensure proper system notation is entered for all activity on accounts.

Knowledge, Skills & Abilities

• High school diploma or equivalent.
• 1 or more years of collections or call center experience.
• Financial services industry experience preferred but not required.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Excellent customer service skills.
• Professional attitude and demeanor maintained at all times.
• Availability for a flexible work schedule as required.

The Collections Associate oversees a portfolio of premium finance accounts in arrears, contacting brokers and insured customers to arrange repayment options that cure delinquency before loss. Reporting to the collections and recoveries team, the associate qualifies bad debt accounts for third-party or legal referral and shares feedback that improves arrears workflow.

Key Deliverables

• Provide consistent service to all customer inquiries, external and internal, by responding promptly and thoroughly to requests.
• Respond to telephone inquiries from insurance brokers, insurance carriers, and insured customers regarding premium finance accounts, documenting each call conversation properly.
• Contact clients regarding arrears and arrange suitable repayment options to bring the loan out of delinquency.
• Work with clients and brokers to understand the reason for arrears and the client's financial situation to ensure cure solutions are suitable.
• Ensure notes and actions are placed on the account for each client contact.
• Complete recommendations for loan losses and write-offs.
• Maintain arrears reports and ensure prompt handling of customer correspondence and messages.
• Qualify and review bad debt accounts for assignment to third-party collections or legal recovery.
• Maintain a high level of product knowledge to provide professional and courteous guidance to clients.
• Participate in working groups to share feedback on process and workflow improvements for arrears management.
• Assist brokers with understanding and using the financial products and services offered.
• Route requests for research and resolution of account transaction issues appropriately, communicating internally with sales, service, and finance teams as needed.
• Develop and maintain knowledge of tools used by customers, including the website and available payment options, and communicate features, benefits, and usage training.
• Stay knowledgeable of best practices and review procedural changes to ensure compliance with organizational policies and procedures.

Professional Experience

• 1 or more years of experience in call center, customer service, collections, or consumer loan work.
• Knowledge of the financial services industry and lending products.
• Computer literacy in Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
• Excellent oral and written communication skills for consistent collection calls.
• Good math skills with the ability to perform basic calculations quickly.
• Strong organizational and time management skills.
• Ability to adapt quickly to changing priorities.
• Ability to use initiative and good judgment in a decisive but fair manner to resolve delinquent situations.
• Results-oriented, diplomatic, and adept at building customer relationships.
• Excellent problem-solving and negotiation skills.
• Ability to work closely with others in a team-oriented environment.
• Exceptional customer service and contact management skills.
• Positive attitude and high motivation, with the ability to work independently within a team environment.

Embedded within the corporate accounts receivable function, the Collections Associate refines reconciliation accuracy across a portfolio of customer accounts, resolving billing errors traced to purchase orders, pricing contracts, and cash remittances. Working closely with customer contacts and internal finance teams, the associate prepares weekly aging analysis, submits lien releases on time, and supports month-end close with detailed Excel reporting.

Areas of Ownership

• Reconcile and audit accounts receivable extensively.
• Analyze purchase orders, pre-bills, pricing contracts, and cash remittances to resolve billing errors and cash application mistakes, writing up adjustments to clear balances.
• Provide auditable backup to support adjustments.
• Track reconciliation and collections status for assigned customer accounts and prepare analysis for weekly corporate accounts receivable reporting.
• Monitor and submit lien releases regularly to prevent delays in cash flow.
• Develop working relationships with customer contacts and correspond regularly on the status of past due invoices.
• Assist with month-end close and prepare extensive Excel reports.
• Perform accounting and clerical duties, including filing, collections phone calls, and past-due correspondence.
• Prepare analysis and administrative reports and review outstanding items and exceptions.

Education & Experience

• Associate's degree in accounting or finance, or equivalent experience.
• 2 or more years of collections, reconciliation, or general accounting experience, ideally including cash application and accounts receivable auditing.
• Intermediate to advanced skills in Microsoft Excel.
• Ability to work independently, multitask, and collaborate within a team environment.
• Excellent organizational and time management skills, with the ability to formulate solutions and resolve issues promptly.
• Demonstrated accountability and responsibility in all work.
• Consistent use of logic, reasoning, and strong problem-solving skills to assess and resolve issues.
• Excellent mathematical and analytical skills.
• Positive attitude with a consistent focus on solutions rather than problems.
• Detail-oriented, reliable, and self-motivated, maintaining strong accuracy while handling multiple tasks.

Reporting to the Head of Lending Operations, the Collections Associate develops repayment plans with customers who have fallen behind on loan payments, identifying vulnerable customers for appropriate forbearance. Partnering with the underwriting team and other departments, the associate ensures repayment plans are actioned correctly and escalates complex cases to the department head.

Role Responsibilities

• Speak with customers who have fallen behind, or are about to fall behind, on loan repayments.
• Listen actively to understand customer circumstances and put appropriate support in place.
• Identify vulnerable customers and agree appropriate forbearance and support.
• Correspond with customers by email regarding account status and repayment options.
• Agree sustainable and affordable repayment plans in line with company policies and procedures, within the agreed authority level.
• Escalate matters, with recommendations, to the department head when appropriate.
• Work independently, moving easily between inbound and outbound calls.
• Communicate clearly with other teams to ensure agreed repayment plans are correctly actioned within company systems.
• Adhere to company policies and regulatory requirements, including anti-money laundering, financial crime prevention, and data protection.
• Support the Head of Lending Operations with creating and analyzing reports, such as delinquent customer counts.
• Provide occasional support to the underwriting team under supervision, with training provided.

Background & Experience

• 1 or more years of collections experience, ideally within a regulated financial services sector.
• Understanding of a regulated financial services firm is ideal, though training will be given.
• Comfortable using a variety of IT systems.
• Customer-focused approach with a strong commitment to treating customers fairly and acting in their best interests.
• Excellent communication skills, able to question effectively, listen actively, and speak confidently with customers by phone.
• Highly organized with good attention to detail.
• Ability to work in a fast-moving environment and meet deadlines.
• Calm under pressure and able to manage priorities effectively.
• Able to operate within clearly defined standards and deliver expected outcomes.
• Willingness to escalate complex matters and accept guidance.
• Self-starter, enthusiastic, and proactive, with readiness to learn.
• Good standard of written and spoken English.

Sitting at the intersection of credit control and sales operations, the Collections Associate advances timely payment by assigning credit limits, reviewing purchase order terms, and collecting outstanding balances across an assigned account segment. Operating across pro forma invoicing, sales order approval, and internal control review, the associate resolves pricing and credit discrepancies before they affect the supervisor's monthly reporting.

Job Functions

• Assign credit limits to new and existing accounts based on automatic limits or purchase order submission, and review purchase order documents and terms.
• Collect outstanding accounts receivable balances.
• Perform credit reviews on existing accounts within established guidelines.
• Edit and approve sales orders.
• Prepare pro forma invoices, verify proper sales tax handling, and maintain filing requirements for manual invoices created.
• Reconcile all past-due accounts within the assigned segment.
• Identify final demand and third-party collection accounts monthly and provide the supervisor with status details.
• Identify multiple ownership structures in assigned segments and update records accordingly.
• Identify internal control issues, including credit card processing, returned checks, parts and service, billing, interface issues, system concerns, and policy adherence.
• Coordinate account status and special handling of key accounts.
• Research and resolve pricing, storage, returned product, and credit discrepancy issues in a timely manner.
• Maintain a high level of collection contact daily.
• Resolve cash application and adjustment issues in a timely, effective manner.

Required Qualifications

• Bachelor's degree in a business-related field, or equivalent.
• 2 or more years of commercial or B2B collections experience.
• Previous experience with Oracle preferred.
• Basic financial statement understanding.
• Demonstrated ability to navigate complex transactions and interactions with commercial or high-value customers.
• Advanced Excel skills preferred.
• Strong written and verbal communication skills.

A key member of the customer accounts team, the Collections Associate produces accurate credit application reviews and daily customer contact across an assigned book of car hauler and carrier accounts, applying knowledge of shipping and invoicing processes to head off billing disputes. Collaborating across accounting and logistics functions, the associate advances the department's collections and credit goals while keeping a service-oriented relationship with carrier partners.

What You'll Do

• Interact with customers daily by phone and email to resolve account inquiries.
• Process and verify credit applications for new and existing accounts.
• Establish new customer accounts within the accounting system.
• Input customer and shipment data through Excel and proprietary logistics software.
• Identify potential billing, rate agreement, and invoice problem areas by applying knowledge of receiving, ordering, and shipping processes.

Qualifications & Experience

• High school diploma or GED.
• 1 or more years of credit and collection experience.
• Proficiency in web-based accounting programs.
• Proficient use of Microsoft Word, Excel, and Outlook.
• Working knowledge of credit evaluations, invoice processing, cash application, and collections.
• Demonstrated knowledge of web-based accounting systems, including advanced functions in specialized logistics platforms.
• Ability to solve problems and think quickly under pressure.
• Effective oral and written communication skills.
• Highly organized and detail-oriented, with the ability to follow established processes.

Steady portfolio recovery depends on the Collections Associate, who develops repayment strategies, posts payments, and researches partner feedback across an assigned book of accounts to close out balances correctly. Serving within a metrics-driven collections team, the associate shares performance updates with leadership and partners while testing new collections processes and tools.

Day-to-Day Responsibilities

• Receive payments and post amounts paid to customer accounts.
• Advise customers on necessary actions and strategies for debt repayment.
• Confer with customers by telephone or in person to determine reasons for overdue payments and review sales, service, or credit contract terms.
• Sort and file correspondence and perform clerical duties, including answering correspondence and writing reports.
• Drive portfolio performance and share updates with leadership and partners through formal and informal communication.
• Conduct analysis of data to identify opportunities for collections efforts.
• Research feedback from external partners to determine funds owed and how to dispose of funds not owed.
• Perform administrative functions for assigned accounts, including recording address changes and purging records of deceased customers.

Skills & Qualifications

• 2 or more years of experience in a professional business environment.
• Collections and call center experience.
• Experienced in meeting deadlines in a metrics-driven organization.
• Familiarity with finance concepts and practiced at using data for decision-making.
• Proficient with technology and skilled in common business software, including ERP, CRM, and Microsoft Office.
• Strong verbal and written communication skills, with multilingual ability in Italian, Spanish, Portuguese, or French considered a plus.
• Creative approach to problem-solving and analysis.
• Passionate about forming strong relationships with partners.

As the Collections Associate, this role guides case resolution across collections, EasyPay, payment, and bankruptcy requests, reviewing transactions and account statuses to decide the right debit, refund, or escalation. The collections team relies on this work to keep bankruptcy files, installment plans, and recovery agency inquiries moving toward accurate closure.

Scope of Work

• Analyze customer requests across collections, EasyPay, payments, and bankruptcy cases.
• Review customer behavior, transactions, and payment decisions to determine appropriate debit or refund action.
• Analyze bankruptcy files, handle client bankruptcy cases, and share information with collection agencies.
• Verify that client accounts and orders are processed correctly, including account status, shipment tracking, and credit card authorization.
• Review and adapt past-due installment plans based on account follow-up.
• Process written inquiries from external recovery agencies, including follow-up tasks and account change notifications.

Requirements

• Fluent in English at a B2 level or higher.
• Background as a student or graduate in accounting, business, mathematics, statistics, or finance is an asset.
• Available to work full-time with flexible scheduling.
• Good written and spoken communication skills.
• Ability to navigate and multitask across multiple systems and software.
• Proficiency with Microsoft Excel.
• Requires confidentiality when handling personal information such as credit card numbers.

Collections Associate oversees a daily portfolio of customer accounts through the accounts receivable aging report, reconciling invoices and negotiating directly with delinquent customers to resolve short payments and discrepancies. Success in the position means coordinating cleanly with sales, legal, and finance operations while keeping every account interaction fully documented for audit support.

Work Activities

• Manage a customer accounts portfolio daily using the accounts receivable aging report.
• Examine and investigate account invoices, credits, payments, and memos through account reconciliation.
• Conduct regular calls and emails to customers based on established collection policy and company guidelines.
• Coordinate calls with account executives and internal parties to ensure proper escalation and account handling.
• Recommend suspension or write-off action for non-paying accounts.
• Analyze delinquent account balances and negotiate directly with delinquent customers.
• Resolve client discrepancies and short payments while monitoring and maintaining assigned accounts.
• Support audit requirements by gathering documentation for the team.
• Document all collections-related customer interactions.
• Coordinate with sales, legal, and finance operations to resolve billing issues affecting collections.

Experience & Qualifications

• Related work experience and general knowledge within a relevant functional area, or an advanced degree without work experience.
• High-volume collections experience is an advantage.
• Working knowledge of collections procedures.
• Strong attention to detail and a goal-oriented approach.
• Commitment to providing excellent customer service.
• Excellent written and verbal communication abilities.
• Ability to prioritize and manage multiple responsibilities.

The Collections Associate coordinates outbound and inbound contact with borrowers across a portfolio of motor finance and lending arrears, agreeing income- and expenditure-based repayment plans that fit each borrower's circumstances. Reporting to the collections team lead, the associate liaises with debt management companies and insolvency practitioners while referring vulnerable borrowers to not-for-profit debt agencies.

Performance Expectations

• Make outbound calls through a dialler system to discuss repayment of outstanding arrears with borrowers.
• Receive inbound calls regarding account queries, handle disputes, take payments, and set repayment arrangements.
• Respond to customer and third-party emails, including correspondence from debt management companies and insolvency practitioners.
• Complete and review income and expenditure forms to agree realistic, affordable repayment plans.
• Refer borrowers experiencing financial difficulty to not-for-profit debt agencies when appropriate.

Technical Qualifications

• Previous experience in a customer-focused environment, including telephone or call centre duties.
• Experience in auto or motor recovery is helpful but not essential.
• 6 or more months of experience in debt recovery or collections.
• Familiarity with FCA regulation, data protection, and anti-money laundering principles.
• Excellent oral and written communication skills.
• Punctual and flexible in adapting to changing role requirements.
• Confident using Microsoft Office, including Outlook, Excel, and Word.
• Strong ability to work independently and adapt well within a team.

Embedded within the recovery and enforcement function, the Collections Associate executes debtor outreach and file prioritization across a caseload weighted by rate of recovery, drawing on skip traces, credit reports, and judgment enforcement searches to guide next steps. Working closely with lawyers and internal team members, the associate coordinates reporting requirements and keeps every file accurate and current for legal review.

Core Responsibilities

• Extract and analyze data from financial institution systems to support communication with debtors.
• Conduct inbound and outbound phone calls with debtors regarding outstanding balances.
• Prepare payment arrangement letters and coordinate with team members on next steps for each file.
• Manage debtor and file-related deadlines, prioritizing files by rate of recovery.
• Review due diligence for debt recovery and enforcement, including skip traces, credit bureau reports, and judgment or garnishment searches.
• Ensure the accuracy and completeness of file information for clients.
• Coordinate reporting requirements for clients and legal counsel.

Position Requirements

• Previous experience in customer service.
• Experience in debt recovery is considered a significant asset.
• Exceptional attention to detail.
• Fluency in French is considered a significant asset.
• Strong ability to manage time and multiple priorities in a deadline-driven environment.
• Ability to achieve financial and other specified targets.
• Strong critical thinking and problem-solving skills for making judgment calls.
• Technically adept with Outlook and Microsoft Office, with an aptitude for learning new programs quickly.

Reporting to the recovery team lead, the Collections Associate guides litigation and repossession decisions across a personal portfolio of delinquent leasing and equipment accounts, assessing repayment ability and negotiating schedules directly with clients. Partnering with solicitors and internal stakeholders, the associate represents the organization in settlement conferences and court hearings while keeping recovery costs in check.

Key Responsibilities

• Maximize recoveries on delinquent and non-accrual leasing and equipment accounts while maintaining a high level of client service.
• Apply in-depth knowledge of provincial and contract law relating to collection and litigation, acting as a referral point when needed.
• Manage a personal portfolio of outstanding client debt within established guidelines.
• Maintain files with the information needed to pursue collection activities, including repossession and civil or criminal litigation.
• Assess a client's ability to repay contract terms and negotiate a payment schedule directly when needed.
• Evaluate the organization's position to decide the viability of pursuing litigation.
• Negotiate and sign legal documents pertaining to litigation within authorized limits, escalating beyond those limits as required.
• Represent the organization in settlement conferences, court hearings, and other legal proceedings.
• Execute and monitor litigation proceedings with selected solicitors to ensure cost-effective outcomes.

Knowledge, Skills & Abilities

• 2 to 5 years of collections experience.
• High comfort with Windows-based software and various internal systems.
• Professional and courteous phone manner with excellent communication skills.
• Demonstrated ability to problem-solve through active listening.
• Understanding of the Bankruptcy and Insolvency Act.
• Ability to quickly assess risk and act to mitigate losses.
• Familiarity with multiple asset types and their market values, including when to engage a bailiff.
• Exceptional interpersonal and communication skills, both written and verbal.

Sitting at the intersection of credit control and commercial sales, the Collections Associate elevates collection outcomes by monitoring the customer collection cycle and pursuing overdue trade receivable balances through phone contact, dunning letters, and legal referral when needed. Operating across SAP, customer service, and accounts receivable functions, the associate resolves invoice disputes and reports weekly on the overdue position to commercial stakeholders.

Core Functions

• Present and convey collection issues within and across functions, taking business needs into account.
• Exercise judgment within defined practices and policies to determine appropriate action.
• Monitor the customer collection cycle and conduct credit control and receivable collection actions on late-paying customers.
• Pursue overdue accounts using phone collection techniques, dunning letters, and referrals to collection agencies or legal counsel.
• Identify and record disputes, coordinating with customer service to resolve invoice discrepancies.
• Provide alternative credit and collection solutions to support the business.
• Prepare internal reporting activities, including weekly reports on the overdue receivable position.
• Review and follow up on actions with commercial sales, customer service, and accounts receivable technicians.
• Maintain follow-up actions related to overdue receivables in SAP.

Professional Experience

• A recognized degree or diploma in business administration, finance, or accounting.
• 2 to 3 years of related experience in credit management, including credit and collection work in a high transaction industry.
• Experience with the SAP ERP system, including FSCM and ACA tools.
• Familiarity with letters of credit, sight drafts, and import or export documentation related to trade finance.
• Good interpersonal and organizational skills, with the drive and initiative to work independently and as part of a team.
• Analytical, high integrity, and able to interact constructively with all levels of staff.
• Good working knowledge of Microsoft Office applications, including Excel and Word.
• Meticulous and attentive to detail.

A key member of the receivables team, the Collections Associate guides invoice follow-up and payment recovery across a portfolio of contracted fee accounts, documenting every collection effort and flagging at-risk balances before they grow. Collaborating across the sales department and management, the associate resolves billing discrepancies and reports steadily on collection progress.

Primary Duties

• Manage and collect on outstanding receivables through direct communication with customers.
• Follow up on outstanding invoices with appropriate documentation to ensure payment is made as promised.
• Maintain accurate records documenting collection efforts, transaction details, and payment status or delay reasons.
• Partner with the sales department to help resolve billing discrepancies.
• Provide management with regular updates on collection progress.
• Identify and monitor at-risk accounts to help minimize billing discrepancies.

Background & Experience

• Working knowledge of Microsoft Office, including Excel, Word, and Outlook.
• Strong work ethic and willingness to take ownership of wide-ranging responsibilities.
• Excellent interpersonal skills with flexibility to accommodate different situations and temperaments.
• Ability to multitask in a fast-paced and demanding global environment.
• Superior organization and prioritization skills.
• Ability to perform under pressure and meet tight deadlines.
• Strong verbal and written communication skills.
• Ability to understand complex problems and collaborate on alternative solutions.