About the Role
The Credit and Collections Analyst supports the collections lifecycle for customer accounts and helps drive timely payments, accurate account information and a positive customer experience. The role involves direct contact with customers by phone and email, follow up on invoices and payments, and collaboration with Billing, Sales and Finance to resolve account questions and payment issues.
Key Responsibilities
Collections and Accounts Receivable
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Follow up on open invoices and overdue balances through email, phone and customer portals.
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Review account information, payment terms and aging reports, and identify items that require follow up.
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Record customer contacts, payment commitments and next steps accurately in the appropriate system.
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Monitor payment status and escalate unresolved or complex issues to the appropriate internal team.
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Support collection activities and help maintain accurate customer account information.
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Dispute Resolution and Cash Application
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Respond to customer questions regarding invoices, payments and account balances.
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Investigate billing or payment issues and coordinate with Billing, Sales and Finance for resolution.
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Support the application and reconciliation of customer payments.
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Assist with credit memos, payment adjustments and other account updates according to company procedures.
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Maintain accurate documentation and account history in the relevant CRM, ERP or collections system.
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Cross Functional Collaboration
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Work with internal teams to resolve payment blockers and provide timely updates to customers.
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Participate in team reviews and contribute to continuous process improvement.
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Follow established procedures and internal controls when handling customer and financial information.
Required Qualifications
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At least one year of experience in collections, accounts receivable, customer service, financial administration or a related area.
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Basic understanding of invoices, payments, accounts receivable and payment terms.
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Strong verbal and written communication skills in English and Spanish.
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Comfortable communicating directly with customers by phone and email.
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Good organization, attention to detail and follow through.
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Ability to analyze information, solve problems and manage multiple priorities.
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Proficiency in Microsoft Excel and willingness to learn ERP, CRM and billing systems.
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Ability to work collaboratively with internal teams and remain professional in difficult conversations.
Preferred Qualifications and Experience
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Degree or studies in Accounting, Finance, Business Administration or a related field.
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Experience with cash collection, payment reconciliation or customer account management.
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Experience with Oracle, Zuora, Salesforce or similar systems.
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Familiarity with SOX controls, account aging reports or Order to Cash processes.
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Experience working with international customers or global teams.
