Senior Collections Analyst

Essential Responsibilities and Competencies

• Provide day-to-day guidance and support to collection analysts to ensure workload is effectively managed and targets are achieved
• Act as the first point of escalation for complex customer accounts and disputes
• Monitor team performance against KPIs, including collections targets, call activity, aging, and DSO metrics
• Assist management with workload distribution, queue prioritization, and process adherence
• Promote a culture of accountability, collaboration, and continuous improvement
• Lead onboarding and training for new hires, ensuring readiness in systems, processes, and customer communication
• Develop and deliver ongoing training programs (monthly/quarterly) to enhance technical and soft skills
• Identify skill gaps and partner with leadership to implement targeted development plans
• Manage a portfolio of complex or high-risk accounts, including strategic and escalated customers
• Support resolution of disputes and ensure timely follow-up to drive account resolution
• Support leadership with ad hoc reporting and performance analysis
• Support implementation of process improvements and system enhancements
• Partner with Billing, Cash Applications, Sales, and Customer Service to resolve account issues quickly
• Serve as a liaison to ensure consistent communication and alignment across departments

Qualifications

• Strong problem solving, analytical, planning and organizational skills
• Must work well under pressure, able to multi-task, and work in team environment
• Able to prioritize and respond to interruptions and unexpected situations with a clear head
• Able to work independently
• Able to train employees
• Willingness and ability to research issues as needed
• Must be proficient in JD Edwards, Outlook, and MS Excel
• Communicate effectively and professionally with internal and external customers at all organizational levels
• Ability to comprehend instructions, correspondence, and memos in written or oral form
• Ability to write correspondence
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Education and Training

• Bachelor’s degree in business, Finance, Accounting, or related field preferred
• A minimum of two years in a leadership or training role
• A minimum of 5 years’ collection experience
• Experience in high-volume, B2B collections environment preferred