POSITION DESCRIPTION
Position Overview:
The Collections Analyst is responsible for managing customer accounts to mitigate credit risk, drive timely payment, and resolve complex billing and service disputes. This role requires extensive cross-functional collaboration, detailed account research across multiple systems, and frequent customer interaction to maintain positive relationships while ensuring compliance with company credit and collections policies.
Essential Functions:
Credit Risk & Account Management
- Analyze and monitor customer accounts to assess credit risk and determine when credit holds are required.
- Place and manage credit holds at the individual service-location level, including canceling scheduled services as needed.
- Prepare delinquent accounts for placement with outside collection agencies and manage ongoing communication, documentation requests, and account removals.
Collections & Payments
- Conduct outbound collection calls regarding unpaid balances.
- Process credit card and ACH payments via phone and email, ensuring accurate application across multiple invoices and proper account documentation.
- Create, monitor, and maintain customer payment plans, including follow-up reminders and detailed account notes.
Disputes, Credits & Research
- Research and resolve billing disputes, service issues, and pricing discrepancies in partnership with Sales, Customer Solutions, and Accounts Receivable.
- Determine and process credits for billing errors or approved disputes, requiring detailed transaction research across multiple systems.
- Assist Accounts Receivable with locating and applying missing or unclear remittance information.
Customer & Internal Support
- Respond to inbound customer inquiries regarding account balances, payment status, and document requests.
- Provide customers with invoice copies, statements, contracts, and other supporting documentation.
- Support Customer Solutions and Sales teams on escalated customer disputes, including participation in meetings and calls to resolve payment barriers.
Cross-Functional Collaboration & Reporting
- Partner extensively with Sales to address account disconnects, payment delays, and onboarding of new customers.
- Provide analytical reports and spreadsheets related to account status, payment activity, and dispute trends.
- Maintain detailed account documentation and uphold a high level of professionalism in all customer and internal interactions.
Knowledge and Skills:
- Proficient in Microsoft Office and related software
- Independent and self-motivated
- Excellent verbal, written, and communication skills
- Two year minimum of Excel, and understating of Pivot Tables
- High volume of customer facing responsibilities
- Relationship Management, with large accounts and B2B preferred
- Ability to multitask and cross-functional coordination
- Ability to work flexible hours/overtime
- Advanced account research across multiple systems
- Conflict Resolution and Critical Thinking
Experience:
- Minimum of 1 year Contract Review experience
- 3 + Years of Customer Service Experience
- 2 + Years of Collection Experience
- Knowledge and history of working on Great Plains and F&O
- Two years minimum of Excel, and understating of Pivot Tables
Working Environment:
- There are no special physical requirements for this position.
- General office conditions
- Some light lifting and bending
- Periods of sitting
This job description in no way states of implies these are the only duties to be performed by the employee incumbent in the position. Employees will be required to follow any other legal or ethical job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.
This document does not create an employment contract, implied or otherwise. Liquid Environmental Solutions has an "at will" relationship with team members.