Collection Analyst

What's the role?

As a Collections Analyst, you will be responsible for analyzing collection performance, identifying trends in customer payment behavior, and providing actionable insights to improve recovery strategies, operational efficiency, and cash flow performance. In this role, you will support B2C Collections operations through reporting, KPI monitoring, process optimization, and cross-functional collaboration with Billing, Finance, IT, and Operations teams. The position reports to the Manager, Credit and Collections.

How can you add value?

• Monitor outstanding revenue to meet agreed targets.
• Data Analysis & Reporting
• 1. Analyze large volumes of data to identify trends in payment behavior, delinquency, and recovery performance
  2. Develop and maintain recurring and ad hoc reports using intermediate Excel and BI tools
  3. Monitor key KPIs such as aging, roll rates, Collection Effectiveness Index (CEI), Smart Collections strategy effectiveness, and payment plan performance
  4. Generate insights and recommendations to improve collections performance and reduce bad debt exposure
  5. Support the Collections Manager in preparing and presenting executive summaries, dashboards, and performance updates
• Operational Support
• 1. Support B2C collections operations through data analysis and performance tracking
  2. Assist with account-level analysis, dispute validation, and resolution support
  3. Occasionally post and reconcile customer payments, ensuring accurate application
  4. Collaborate with back-office teams to ensure proper account handling and status updates
  5. Provide support during audit processes as required
• Systems & IT Ticket Management
• 1. Manage IT tickets end-to-end related to reporting, data quality, and tool enhancements
  2. Serve as the liaison between Collections Operations and IT to define and prioritize business requirements
  3. Track, document, and ensure timely resolution of system issues and reporting gaps
  4. Execute User Acceptance Testing (UAT) for system changes and new reporting solutions
  5. Drive automation and continuous improvement initiatives to enhance reporting efficiency and accuracy
• Cross-Functional Collaboration
• 1. Collaborate with Billing, Finance, Collections (Frontline), IT, and Operations teams to align data, processes, and improvement initiatives
  2. Support initiatives such as dunning optimization, segmentation strategies, and Smart Collections programs
• Align processes for SOX approval and review accounts for potential bad debt loss, making reserve recommendations.
• Collaborate with multiple departments (Credit, Customer Operations, Enterprise, Commercial, Billing, Accounting, Tax, and Treasury) to improve processes impacting cash flow, ensuring compliance with credit policies, collection rules, and regulations.
• Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty PR and LLA policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
• Other functions that may be assigned.

What do you need?

Education and/or Experience:

Bachelor’s degree in quantitative field (Finance, Accounting, Statistics, Business Administration) or similar sound secondary education.

2-3 years of experience with revenue, credit, collections, good experience of accounting principles, specifically the accounts receivable area and revenue recognition, experience dealing with large volumes of customers, knowledge of laws, regulations and rules concerning collections.

Other Qualifications:

• Bilingual
• Excellent Customer Service and Client Relations Skills
• Outstanding Analytical Skills for Large Data Volumes
• Knowledge in Finance within a Central Operations Environment
• Proficient Digital Literacy with Microsoft Word, Outlook, Excel, and PowerPoint
• Strong Interpersonal Skills, Critical Thinking, and Compassionate Approach

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, protected veteran, disability status or genetic information. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to successful candidate.
If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.