COLLECTIONS JOB DESCRIPTION

Collections Agent Roles:

• Contact customers by phone and other tools to ensure timely payment of all invoices, being pro-active to ensure an overdue situation does not occur
• Develop and maintain professional relationship with internal and external clients
• Promptly provide customer payment remittances to Accenture’s cash applications team
• Build reports liaised with client processes and procedures
• Meet weekly/monthly collections targets and all SLA’s
• Raise to management dispute information to a high degree of quality as required in accordance with the established policy
• Produce monthly statements to send to customers in line with client’s processes
• Record all collections activities in a consistent manner as per client processes
• Ensure that the collections processes followed are in adherence with the procedures

Collections Agent Qualifications:

• Strong communication skills
• Oral and written communication skills
• Ability to work on own initiative as well as in as part of a team
• Good interpersonal & time leadership skills
• Ability to establish and maintain key relationships
• Proficiency in Italian and English A Third level qualification
• 6 months + collections or accounts payable/customer care/sales experience
• Proficiency in Microsoft Office - particularly in Excel
• An aptitude for negotiation, reporting, and problem solving

Collections Analyst Duties:

• Collect past due invoice amounts for designated Customer Service departments
• Follow up in a timely manner with each past due account
• Resolve sensitive customer collection activities with management
• Assist with portal invoicing and advanced shipping notices as required
• Assist management with analysis of data for collection activities
• Special Projects as required.
• Positive interaction w/customers to best meet practical and emotional needs.
• Ability to follow call structure
• High degree of customer sensitivity
• Effective at receiving/giving critical information
• Courteous and professional phone demeanor
• Responsive to call-back requirements

Collections Analyst Knowledge and Requirement:

• Associate’s degree in a business related field, Bachelor degree preferred
• 3-5 years of Accounts Receivable Collections experience
• Good negotiation skills
• Good communication skills both written and oral
• Courteous, helpful and professional demeanor
• Prior knowledge of Oracle would be beneficial
• Ability to coordinate multiple activities and job assignments simultaneously while adjusting priorities as required
• Excellent telephone and caller management skills
• Manages many tasks simultaneously and is well organized
• Handle potentially frustrating situations with customers positively
• Efficient at using computerized business systems, including Oracle, MS Office, etc.
• Works effectively and cooperates with other employees

Residential Collections Associate Responsibilities:

• Tracking, reporting and maintaining records on resident accounts, including those that have been turned over to outside counsel and collection agencies
• Contact Property Management regarding delinquent residents
• Contact residents by phone, e-mail and mail regarding outstanding balances
• Assist in commencing legal action on residences for nonpayment of rent by preparing the monthly 5 Day Notices and 14 Day Notices in MRI
• Assist with tracking all legal actions and liaison with attorneys regarding all pending cases
• Assist with processing legal bills for payment
• Assist in managing past resident collection cases by sending collection letters and commence and track cases sent to collection agency
• Evaluate historical arrearages and develop plan to address
• Become familiar with and handle the Home Energy Fair Practices Act (HEFPA) procedures to pursue collection of utility charges
• Monthly monitoring of resident electric sub-metered account for multi dwelling buildings
• Arrange for utility arrears repayment and /or establish repayment schedules based on resident financial situation
• Consistently track repayments and follow up with residents to ensure adherence to repayment plan
• Assist in resolving unpaid balances, advising residents of the necessary action steps for repayment
• Monitor and process resident account adjustments as required
• Serve as liaison with Property Management Offices relating to resident repayment plans
• Assist Collections Team with administrative tasks

Residential Collections Associate Qualifications:

• Bachelor’s degree and 3 years equivalent experience
• Strong organizational, prioritization and planning skills.
• Excellent interpersonal and customer service skills for managing relationships with clients
• Ability to work independently
• Ability to take direction, think creatively and proactively suggest solutions
• Excellent verbal and written communication skills, including ability to give clear, concise direction
• Solid command of Microsoft Office Suite including Excel, Work and PowerPoint
• Working knowledge of MRI, Building Link & ClickPay
• Proven track record of time management skills

Collections Associate Functions:

• Contacting customer request by phone and/or in writing to ensure customer satisfaction and to ensure that service standards are met.
• Work to promote the long-term success of each account and the overall portfolios when handling customer issues and complaints.
• Focuses on the customer/ client by asking questions, listening and determining solutions to problems.
• Ability to meet deadlines with accuracy and thoroughness, work in a fast-paced, results-oriented environment
• Reconciles unused credits and payments to outstanding invoices to trim down the volume of outstanding invoices especially the past due ones
• Leading conference calls to collaborate with stake holders to resolve issues on the account/s.
• Maintains tracking of important documents / reports
• Developing and maintaining a solid working knowledge of the logistics industry and of all products, services and processes performed by the team
• Contributing to continuous improvement initiatives to optimize service quality
• Participate actively on all required team meetings
• Performs other duties as assigned by direct superiors and managers
• Compliance with the work procedures & data privacy
• Discussing credit risk management to an acceptable quality in terms of established credit guidelines.

Collections Associate Experience and Educations:

• Degree in the field of accounting, finance and economics
• Minimum 2 years of relevant experience
• Previous experience in working with ERP, preferably SAP FI module
• Very good accounting background
• Previous working experience preferably in large/global organizations
• Enthusiasm and commitment to delivering quality results to tight deadlines
• Self-motivation, quick learning and creative thinking
• Knowledgeable in LSS is plus
• Intermediate knowledge of accounting,
• Good technical knowledge of MS office,
• Effective analytical and problem-solving skills,
• Detail oriented,
• Good English language skills,
• Excellent interpersonal and communication skills.

Collections Coordinator Duties:

• Address collection/accounts receivable issues and assist with special projects based on departmental goals and objectives.
• Resolve complex issues.
• Demonstrate a positive working relationship with departments to accomplish the goals and objectives of the company.
• Executes Otis collections process to maximize collections while managing retention.
• Executes the collection process by prioritizing activities across client accounts
• Identify disputes and resolve is possible or involve the correct department to resolve disputes as quickly as possible.
• Prepare statements and other supporting documentation as necessary to generate prompt customer payments and manage AR portfolio
• Communicate with internal and external customers through meetings, direct phone calls, and emails to ensure they are aware of the account status.
• Record all activity using designated reporting tools.
• Coordinate with internal and external stakeholders to follow up on collections.
• Reviews and works to resolve past due AR within assigned area of responsibility including internal/external escalation as required.
• Manges relationship with customers to ensure favorable payment and minimize the possibility of bad debts.
• Keep customer contact information current in our systems - phone numbers, fax numbers, and email addresses.
• Prepare data for monthly regional collection meetings.

Collections Coordinator Requirements:

• 3+ years of relevant work experience
• Must have excellent communication style in both written and verbal
• Experience collecting for high volume B2B AR portfolios (over 2,000 invoices on the monthly Trial Balance)
• Driven to perform well in fast-paced environment
• Process & detail-oriented
• Fluent in numerous computer-based collections applications
• Highly organized and punctual
• Respects accountability expectations
• Able to work well in teams, with colleagues at all levels of the organization
• Able to stay focused on achieving targets, whether working independently or in partnership with colleagues
• Professionally conscientious in personal presentation and communication skills

Junior Collections Analyst Details:

• Meet or exceed productivity standards in the completion of daily and monthly assignments such as month end closing tasks
• Work with the team to identify, research and resolve mis-applied payments, cash application variances, aging inaccuracies, missing orders and any other issues that may arise
• Reconcile the data entered in SAP accounting system
• Prepare weekly and monthly aging reporting
• Assist on the debt deliverables such as monthly Borrowing Base Calculation
• Clear orders, apply cash to customers and verify payment
• Proactively research and resolve problems encountered
• Report and keep manager or team leader up to date on all relevant issues, escalating any issues as appropriate
• Work closely with the manager or team leader on identifying issues or problems that might arise for solutions
• Perform administrative tasks including maintaining files, coordinating audits, completing special projects, and interacting with internal and external stakeholders
• Assist local finance team to help with various matters relating to journal entry posting and bank reconciliation
• Assist on audits and SOX compliance processes

Junior Collections Analyst Experience and Qualifications:

• Generally, requires a minimum of 2 years of experience in accounts receivable is preferred
• Bachelor’s Degree in Accounting, Economics or Business or related field preferred, or a combination of education and equivalent work experience
• Detail oriented with strong analytical skills
• Strong organizational and communication skills
• Interpersonal skills
• Must be able to handle multiple priorities and effectively meet deadlines
• Experience in troubleshooting and analyzing large volume of data
• Proven ability to work effectively in a fast-paced environment
• Experience with SAP preferred
• Experience with SQL is a plus
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint)
• Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred

Collections Manager Functions:

• Design, develop, and deploy effective and efficient collection strategies, processes and workflows.
• Partner with Finance, Legal, Sales & Sales Ops, to ensure that credit and collection policies, procedures and practices are implemented and adhered
• Facilitate communication and meetings related to customer complaints concerning billing
• Set and manage delinquency, roll rates and collection efforts to achieve desired results
• Handles escalated communication when necessary in a professional manner
• Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures
• Promptly manage the responses to customer inquiries regarding invoices and/or past due balances
• Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, supportiveness, and working effectively together to enable each employee and the department to succeed
• Collaborate with other departments to define/enhance processes impacting Customer interactions
• Prepare and review monthly aging and DSO reports assessing status of receivables
• Engage with and manage the relationship with external collectors

Collections Manager Requirements:

• 7+ years of Enterprise collections experience
• Progressive financial and accounting experience, with a minimum of 2 years of SaaS revenue recognition and experience supporting sales operations highly desired
• Ability and willingness to handle multiple tasks under a tight deadline in a a fast-paced and dynamic environment
• Strong understanding and knowledge of U.S. GAAP revrec rules, (ASC 606)
• Maintains high performance standards; passion for excellence and continuous improvement
• Demonstrates strong interpersonal, written and oral communication skills
• Highly positive and collaborative individual that excels at developing working relationships, building consensus and fostering trust and collaboration at all levels
• Be a change agent for implementing new ideas and process improvements in an increasingly complex environment.
• Support audit processes and communicate with auditors on receivables & collections
• Experience with software packages including NetSuite, SalesForce.com and Microsoft Office Suite.

Collections Operations Analyst Responsibilities:

• Queries and processes structured/unstructured data from relational database or “data lake” to drive quantitative business insights.
• Translates business hypothesis/question/problem into analytics methodology.
• Provides in-depth and sophisticated analysis with interpretive thinking to define problems and develop innovative solutions. 
• Influences strategic functional decisions through advice, counsel or provided services that have direct impact on the business. 
• Persuades and influences others through developed communication and diplomacy skills with colleagues in other areas and occasional external customers
• Uses broad discretion in developing solutions for broad based business reporting issues.
• Possesses a comprehensive understanding of how own area and others collectively integrate to contribute towards achieving business objectives.

Collections Operations Analyst Qualifications:

• Bachelor’s/University degree preferred or equivalent experience required.
• 2+ years statistical programming experience with SAS, SQL and Python
• R is preferred, but not required.
• Hands on (6 mo./some working) experience with Big Data and Hadoop, Hive and PySpark are preferred
• Advanced proficiency with MS Excel and PowerPoint required
• 2+ Analytics experience - financial service experience preferred.
• Ability to take the data/analytics and create a story particularly to non-technical individuals.
• Collections knowledge is desired, but not required
• Must be able to organize and prioritize multiple assignments to meet tight deadlines.
• Demonstrated ability to derive concise business insights from complex data
• Ability to communicate effectively in non-technical terms for technical concepts.

Collections Representative Roles:

• Responsible for minimalizing losses related to past due retail consumer accounts in a goal-oriented environment using defined procedures and in compliance with Federal and State regulations and applicable laws.
• Contacts customers via collection calls and/or correspondence regarding their consumer loans, lines of credit, credit cards, and overdrawn accounts.
• Assists borrowers with collection-related issues which include but is not limited to: account adjustments, client discrepancies, customer reconciliations, and account settlements.
• Applies knowledge of company products and services, policies, procedures, and collections system when communicating with delinquent customers to properly evaluate and analyze account information to identify trends for possible risk and negotiate repayment terms to bring the account current.
• Performs skip tracing activities as needed or assigned to aid in locating a debtor.
• Documents communications and collection efforts completely, accurately, and succinctly.
• Identifies issues attributing to account delinquency and is able to escalate matters when necessary.
• Provides superior customer service in a professional and fair manner while assisting the borrower with financial hardship.

Collections Representative Experience and Requirements:

• One (1) to two (2) years of work experience in customer service, call center and/or banking experience.
• Two (2) years of work experience in collections experience (highly preferred).
• Required Skills Or Training
• Strong verbal and written communication skills.
• Strong negotiation skills to deal with customers in adversarial situations.
• Must be able to resolve problems using sound judgment.
• Must be goal-oriented with a strong attention to detail.
• Able to prioritize and manage multiple responsibilities while working in a high volume, fast-paced environment.
• Proficient with using computers and utilizing multiple programs to perform research.
• Commitment to excellent customer service.

Collections Specialist Duties:

• As a key member of our finance team, you will be responsible for providing customer service and support to our customer base for their financial inquiries
• This includes addressing client’s overdue payments, researching payment discrepancies, reviewing and processing adjustment requests, and providing feedback to clients using written and verbal communication skills
• In this role you will process a high volume of inbound and outbound calls
• Utilize strong verbal communication and customer service skills to respond to customer inquiries and handle various requests regarding changes in account and billing details,
• Able to manage difficult customer issues while working in a fast-paced environment,
• Facilitate collections of Accounts Receivable via phone or email,
• Respond to customer inquiries regarding accounts, research, and contact customers as necessary in order to update accounts,
• Consistently handle confidential information, multiple tasks and exercise good judgment and problem-solving skills,
• Assists in other areas of the Finance department as requested,
• Process collection calls (60-80 daily) on overdue receivables

Collections Specialist Experience and Qualifications:

• 1-3 years of customer service or collections experience,
• Fluent in English (C1 level)
• Excellent communication skills, both verbal and written,
• Organizational, negotiation, and problem-solving skills,
• Understanding of consumer collection policies and practices is preferred,
• Strong knowledge and use of Microsoft Excel, Word and Outlook,
• Ability to succeed in a fast-paced environment, with changing priorities and deadlines,
• Able to handle difficult customer issues, and propose the best solutions,

Collections Specialist Details:

• This position is responsible for professionally and proactively managing and resolving outstanding receivables for the assigned portfolio in a fast pace environment with the flexibility to shift priorities to ad hoc projects on very short notice
• Manage aging report to prevent receivables from aging
• Identify and contact customers who have past due balances to secure payments
• Collect on Accounts Receivable portfolios by adhering to and executing designated collection strategy with precision follow up and responsiveness
• Receive inbound and place outbound collection calls
• Document all collections activity in a concise and accurate manner
• Communicate and respond to customer’s request via email and phone
• Research and review customer contracts when necessary
• Follow process for Support Hold and Cancellations of delinquent customer accounts
• Assist in special projects as needed

Collections Specialist Requirements:

• Skilled communicator, written and oral
• Ability to quickly build effective and lasting customer relationships
• Strong conflict management and issue resolution abilities
• Experience in Excel, Word, NetSuite or other Accounting Software is highly desirable
• Ability to quickly learn multiple software
• Ability to collect data, define problems, establish facts and draw valid conclusions
• Decision-making and judgment skills are necessary assets for this position in this fast-paced environment
• Skilled negotiator
• Excellent organizational and time management skills
• Associates degree in Accounting preferred or equivalent combination of education and experience
• Must have 2 - 5 years of direct and related customer relationship and or collections experience preferable in a SaaS or healthcare or medical device company, working with customers and or a sales team
• NetSuite, Oracle or similar ERP experience required

Collections Strategy Analyst Roles:

• Overseeing production processes including reviewing analysis design and implementation of strategic initiatives throughout the organization
• Overseeing all SAS production processes relating to operational and strategic initiatives
• Designing, test, implement, and monitor production jobs utilizing SAS and similar tools to maintain 24/7 uptime with 100% processing integrity
• Providing change management support, including monitoring tools, updates, and corrections
• Supporting production control batch processing, job creation, error message response, and alerting group through clear and effective communication
• Driving innovation for developing process improvements for existing processes and functionalities
• Taking ownership of assigned projects/processes and deliver results within expected timelines

Collections Strategy Analyst Knowledge and Experience:

• Bachelor’s Degree in Business, or Technology, or three+ years related experience
• Two+ years using SAS or similar coding language in an analytical or production role
• Financial services experience (two+ years) - (Two+ years) demonstrate excellence in SAS, SAS EG, SQL, Unix & Shell command and scripting languages
• Demonstrated knowledge of Hadoop (ie Hive, Spark, Pig)
• Knowledge of typical enterprise network configurations and environments
• Advance SAS and Macros
• Experience with Data Science (one+ year experience with Python

Collections Supervisor Functions:

• Supervise and coordinate the activities of team members engaged in collecting overdue payments across specific regions
• Ensure team is meeting KPI goals set for collections, complying with company standards and performing the essential functions of their positions
• Deliver reports on collection performance to management on a regular basis
• Minimize any bad debts by monitoring accounts
• Support the development of collection processes and procedures regionally and globally
• Manage the team deliverables, coach team members (six to ten people) and assist with collection activities where necessary
• Set up and assess performance goals, support team members’ development plan
• Provide excellent customer service, foster proactive behaviour
• Build and manage employee capacity, review and assess performance, enable employees to optimize their contribution to the department
• Provide assistance and support to customers for any collection issues

Collections Supervisor Experience and Requirements:

• Bachelor's degree/equivalent in Finance, Accounting, Business or related quantitative/analytical discipline
• Minimum 5 years’ experiences in the relevant field (Accounting or Finance)
• Minimum 5 years’ management experience
• Excel advanced level
• Demonstrate a deep understanding of collection processes
• Strong communication and social skills
• Capable of delivering excellent customer service, even when under pressure
• Strong attention to accuracy and detail and well-developed analytical skills
• Fluent in English and Hungarian, both verbal and written (other languages a plus)
• Experience with systems a plus - CODA/UNIT4, Discoverer, SAS, MARS, Cargowise

Collections Team Leader Responsibilities:

• Manage and monitor day-to-day operations to ensure that issues are handled appropriately and that proper shift coverage is in place.
• Plan, assign and direct work to the subordinates in cooperation with the supervisor or manager to manage workload and projects.
• Ensure that KPIs are met on a consistent basis.
• Be able to identify and implement process improvement initiatives that will have an impact to team.
• Be able to anticipate customer requirements based on their assessment of operational situations.
• Conduct performance reviews, check if there are any emerging team issues or any performance trends.
• Probe to understand gaps or issues and implement action plans to address the root cause and issue.
• Monitor adherence to the ethics and code of conduct and implement disciplinary action in compliance with the requirement for due process.
• Plan, organize and coordinate team activities to enhance team camaraderie and employee engagement.
• Be familiar with staffing projection complementing work volume growth and forecast and make necessary proposals to business unit.
• Create and provide reports based on team deliverables and present to management and POCs.

Collections Team Leader Skills, Knowledge and Experience:

• Bachelor’s Degree in Business or Finance-related course
• At least 1 year of experience in a leadership role where primary scope includes managing people, including behavioral and performance issues as well as sustaining team’s engagement to deliver expected results
• Practical knowledge of Oracle E-Business Suite or SAP is preferred
• Excellent computer skills with working knowledge of MS Office and SharePoint
• Be willing to work on US Shift (will follow US Holidays)