Senior Collections Analyst

The Senior Collector is responsible for managing a portfolio of strategic and complex customer accounts, driving cash flow performance, reducing delinquency risk, and resolving payment barriers through proactive stakeholder engagement. This role partners closely with Sales, Customer Operations, Order Management, Credit, and customers' finance teams to address disputes, negotiate payment commitments, and execute collection strategies. The Senior Collector acts as a trusted advisor for high-risk accounts, leads cross-functional initiatives, identifies process improvement opportunities, and contributes to operational excellence across the organization.

Key Responsibilities

• Independently manage a portfolio of high-value and complex customer accounts, ensuring timely collection of outstanding receivables and achievement of cash flow objectives.
• Build and maintain strong relationships with customer finance, procurement, and accounts payable teams to facilitate timely payment resolution.
• Develop and execute collection strategies for delinquent accounts, balancing risk mitigation with customer experience and business priorities.
• Lead resolution of complex billing, pricing, delivery, tax, invoice, and dispute-related issues by coordinating cross-functional teams.
• Analyze aging trends, payment behavior, and portfolio risks to proactively identify and address collection challenges.
• Negotiate payment plans, settlements, and commitment dates while ensuring adherence to company policies and controls.
• Provide visibility of high-risk accounts, escalations, and collection challenges to management and business stakeholders.
• Drive accountability with internal partners to remove payment blockers and accelerate dispute resolution.
• Monitor customer financial health, business developments, and market conditions to identify potential collection and credit risks.
• Support monthly and quarterly financial processes, including accruals, risk assessments, bad debt reviews, and cash forecasting activities.
• Lead operational improvement initiatives focused on dispute reduction, process simplification, automation, and enhanced customer experience.
• Serve as a subject matter expert and mentor for junior collectors, sharing best practices and supporting team development.
• Participate in strategic projects and transformation initiatives impacting collections, working capital, and customer operations.

Preferred Experience

• 5+ years of experience in Accounts Receivable, Collections, Credit, Finance Operations, or related fields.
• Experience managing large and complex customer portfolios in a multinational environment.
• Strong background in dispute management, customer negotiations, and stakeholder management.
• Experience working with ERP systems (SAP preferred), reporting tools, and financial analytics.
• Experience supporting multinational customers and collaborating across multiple business functions.

Knowledge & Skills

• Accounts Receivable Management
• Collections Strategy Execution
• Cash Flow Optimization
• Dispute Management & Resolution
• Customer Relationship Management
• Financial Analysis
• Risk Assessment & Mitigation
• Portfolio Management
• Negotiation & Influencing Skills
• Cross-Functional Leadership
• Stakeholder Management
• Process Improvement
• Business Acumen
• Problem Solving
• Executive Communication
• Data Analytics & Reporting
• SAP / ERP Systems
• Power BI or Data Visualization Tools

Impact & Scope

• Manages highly complex customer portfolios with significant revenue and cash flow impact.
• Influences business decisions through risk analysis, escalation management, and collection strategy recommendations.
• Leads cross-functional initiatives and acts as a key liaison between customers and internal business partners.
• Contributes to working capital improvement, customer satisfaction, and operational excellence objectives.

Complexity

• Operates independently in a fast-paced environment, managing ambiguous situations and complex escalations.
• Exercises sound judgment in resolving non-standard issues and balancing customer relationships with financial objectives.
• Leads resolution of critical collection challenges requiring coordination across multiple organizations and leadership levels.