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
• 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, ability to multi-task, and work in team environment
• Ability to prioritize and respond to interruptions and unexpected situations with a clear head
• Ability to work independently
• 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

Interaction

• This position will interact with all levels of the organization as well as external customers
• Lead the regional collections efforts
• Provide agency recommendation for uncollectable accounts
• Provide daily and monthly KPI metrics to improve productivity
• Lead the training of new hires and existing employees
• Develop the team through mentoring and coaching
• Develop quarterly training sessions
• Assist with the escalation of Managed Strategic accounts
• Utilizes a wide variety of financial analysis tools to examine customers for potential risk via their liquidity, leverage ratios and forecasting trends, and calculate creditworthiness for customers
• Evaluates customer records and recommends that accounts be closed, or collection attempted, based on earnings and savings data, payment history, and purchase activity of customer
• Prepares reports on current findings and action taken for all accounts under investigation
• Assists in the recommendation of policies to upper management
• Contact telephone to collect past due invoice’s, verify accuracy of charges, or to correct errors on accounts

Benefits

Nuco2 provides employees with a full benefit package to include medical, dental, vision and prescription, matching 401K savings, paid time off, tuition reimbursement, and much more.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.