Collections Analyst
About the role
The Collections Analyst is responsible for supporting customers through the early stages of the accounts receivable lifecycle, with a primary focus on First Payment Default (FPD) prevention, customer onboarding, and payment success. This role partners with new customers to ensure smooth account setup, timely first-payment completion, and adoption of payment solutions such as autopay and electronic billing. Rather than focusing primarily on aged debt collections, this position emphasizes proactive customer engagement, issue resolution, account setup support, and process guidance to prevent delinquencies before they occur. The ideal candidate combines strong customer service skills, attention to detail, and analytical thinking to improve payment outcomes, enhance the customer experience, and protect company revenue.
This role is critical in supporting the company’s financial health while reinforcing a customer-first philosophy. The Collections Analyst plays a key role in protecting revenue, improving operational efficiency, and strengthening customer trust.
Responsibilities
- Manage a portfolio of newly activated customer accounts to ensure successful completion of the first payment cycle.
- Conduct proactive outbound calls and email outreach to welcome customers and support payment setup activities.
- Assist customers with enrollment in automatic payment programs, electronic invoicing, and other payment options designed to improve payment success.
- Guide customers through onboarding processes, including invoice delivery preferences, payment methods, and vendor setup requirements.
- Identify and address potential barriers that could lead to missed first payments, including billing concerns, administrative delays, and setup issues.
- Monitor newly onboarded accounts for payment-risk indicators and take preventive action before accounts become delinquent.
- Act as a customer advocate by providing education and support related to billing, payment expectations, and account management.