Credit & Collections Analyst

Staples - Columbia, SC

Job Summary: 

The Credit & Collections Analyst is responsible for following collections strategies as dictated by GetPaid and the Credit & Collections 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 assigned. The Analyst will utilize key portfolio metrics such as Days Sales Outstanding (DSO), Percent Current, and Accounts Receivable (AR) > 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 issues have 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 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.

Primary Responsibilities 

• Minimize Days Sales Outstanding (DSO), account balances over 75 days past due and unapplied payments while increasing percentage current 
• Actively work to understand customer ordering platforms and how billing is integrated into that platform 
• Minimize bad debt write-offs and maximize cash receipts while being sensitive to internal and external customers 
• Analyze payment history and trends to identify possible risk exposure and action to take on future orders 
• Promptly resolve billing, service and Accounts Receivable (AR) issues 
• Process Proof of Delivery, credit memos and other documentation when necessary to resolve account differences with customers 
• Actively prioritize and contact delinquent customers through efficient use of collections tools 
• Escalate large collections issues appropriately 
• Plan and organize work so the Service Level Agreement (SLA) objectives are realized 
• 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 
• Use assertive yet sensitive communication techniques in dealing with delinquent customers 
• Promote strong collaborative relationships between the Collections teams and all other Quill internal teams, especially Sales, Accounts Receivable and Customer Service 
• Actively monitor and document customers whose aging becomes severe 
• Notify management of write-off concerns 
• Recognize and proactively communicate potential billing and collections issues 
• Use system tools (OIM and Legacy) to manage collections strategy 

Basic 

• High school diploma or GED 

Preferred 

• Bachelor’s Degree 
• Minimum 2 years of related work experience 
• Superior ability to interact courteously with customers and ensure interactions are clear and direct 
• Collections experience with large volume accounts 
• Experience with electronic processing of invoices 
• Understanding of accounting processes 
• Superior understanding of credit management processes 
• Ability to manage credit responsibilities 
• Ability to critically review and analyze collections 
• Ability to recognize and research billing problems and to identify component parts, causes and cost impact 
• Ability to identify and address concerns before they become problems and to propose solutions to the concerns 
• Ability to assess a problem and promptly resolve or escalate it to the Supervisor 
• Superior ability to recognize the appropriate style, level of detail, and message for the audience 
• Ability 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

 

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.  

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Posted: 30+ days ago

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