Collection Services Analyst

About the Role

The Collection Services Analyst is responsible for managing customer accounts to ensure timely payment of outstanding balances. This role works with customers and internal partners to resolve payment issues, reduce delinquency, improve cash flow, and maintain positive customer relationships while supporting the company’s credit and collection objectives.

Responsibilities

• Research and resolve customer disputes and issues.
• Gain access to and enter invoices for customers to obtain payment via a third-party invoicing system.
• Consistent follow-up to ensure customer information requests have been satisfied and commitments have been met.
• Document all customer collection contacts (both internal and external), specifically promises to pay, agreements, and information requests.
• Maintain customer contact (via phone and e-mail) regarding delinquent invoices, credit memos, invalid deductions, on-account payments, customer disputes, and terms discrepancies.
• Collect relevant information needed to affect payment, including obtaining copies of invoices, proofs of delivery, credit memos, details from a DFR, and on-account payments.
• Monitor a specific portfolio of accounts and initiate action to facilitate on-time payment of invoices and recover delinquent receivables.
• Establish and maintain positive relationships with customers, both internal and external.

Requirements

• Strong customer-focused orientation.
• Strong organizational and project management skills.
• 3-5 years of related job experience.
• Ability to manage multiple projects, work under pressure, and adapt to sudden changes in the work environment.
• Basic experience with simple office/operational systems.
• Excellent verbal, written, people, and diplomacy skills.
• Experience planning, managing, and organizing resources within short/medium timescales within the overall policy framework.
• Proficient with Microsoft Office Suite.
• Strong customer service skills (friendly, courteous, and helpful).

Qualifications

Bachelor's Degree preferred.

Benefits

• Engaging and inclusive culture with employee-led Employee Resource Groups, Veritiv Cultural Alliance, and recognition platform.
• Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
• Collaborative atmosphere with customers and suppliers to create healthier, safer, and more sustainable communities.
• Healthcare benefits (including medical, dental, vision, and health savings account).
• Life, AD&D, and disability insurance.
• 401k retirement plan.
• Paid time off.
• Tuition reimbursement.
• Employee assistance program and other fringe benefits.

About the Company

Together with its subsidiaries, Veritiv is the leading full-service provider of packaging solutions. Veritiv also provides JanSan, hygiene, print, and publishing products and services. Veritiv serves customers in a wide range of industries through team members around the world, helping shape the success of its customers.