Collection Analyst

Role Overview

The Collection Analyst plays a critical role in ensuring healthy cash flow and maintaining strong financial discipline within the organization. This role is responsible for managing accounts receivable, reducing overdue balances, resolving customer disputes, and supporting the implementation of collection strategies. The analyst collaborates closely with cross‑functional teams to ensure timely payment realization, accurate financial records, and excellent customer experience.

Responsibilities

• Collaborate with Sales, Customer Service, and Finance teams to resolve billing or statement issues and support timely cash application.
• Assist the supervisor in executing and refining collection strategies to improve receivable performance.
• Reconcile orders with customer records, validate credits/debits, process unapplied cash, and resolve account discrepancies.
• Prepare and issue manual dunning letters across various levels in accordance with established procedures.
• Monitor auto‑dunning processes, identify deviations, and raise timely alerts for corrective action.
• Track overdue accounts, perform credit risk assessments based on payment delays and aging, and escalate risks when necessary.
• Coordinate with Legal teams on accounts requiring litigation or advanced recovery efforts.
• Maintain detailed trackers and logs of collection communications, follow‑up activities, and customer commitments.
• Engage with customers through calls, emails, and written communication to follow up on payments, resolve disputes, and provide invoice/statement copies as needed.

Qualifications

• Bachelor’s degree in Finance/Accounting (preferred) or a relevant diploma.
• Proficiency in MS Office with working knowledge of ERP/CRM systems.
• 4–5 years of experience in collections or customer service.
• Strong verbal and written communication skills.
• Basic understanding of accounting principles.

Competencies

• Accuracy and attention to detail
• Strong verbal and written communication
• Customer interaction and negotiation
• Team collaboration
• Time management and prioritization

Key Performance Indicators (KPIs)

• Percentage of accounts receivable collected on time - Pass due %
• Call Efficiency (contacts per day/week)
• Data Accuracy in systems