PRIMARY OBJECTIVE OF POSITION:

The Collections Analyst is responsible for the daily monitoring and evaluation of large customer accounts. The role is focused on promoting timely collection and reducing customer past dues to increase company cash flows and limit collection risk. The Collection Analyst will contact customers via various communication tools to secure payment, identifying root causes of past due accounts and recommending process improvements to prevent recurrence. He or she will reconcile account balances, access customer portals and work with cash application and billing to ensure account accuracy. A high degree of independent judgement is required to evaluate each situation and determine how best to manage each collection case.

LEVEL OF EDUCATION, EXPERIENCE OR SKILL SET:

• Bachelor's degree in a business-oriented field (Accounting or Finance discipline preferred) and three years of related work experience or equivalent combination of education and experience.
• Knowledge of collection techniques, policies, procedures and principles of credit and collections.
• Previous experience with collections software such as Cforia, GETPAID etc.
• Experience with large retail collections.
• Excellent verbal and written communications skills.
• Excellent interpersonal and customer service skills. Capable of quickly building rapport and maintaining relationships with internal and external customers
• Strong computer skills, proficiency with Excel required.
• Ability to produce quality work with a high level of proficiency and accuracy.
• Experience reconciling high volume accounts.
• Ability to prioritize, meet deadlines and resolve complex problems with minimal guidance.
• High degree of independent initiative; ability to identify, analyze and make improvements in processes.
• Must possess and maintain a clear and free of incident criminal & credit history.

MAJOR AREAS OF ACCOUNTABILITY:

1.   Effectively manages assigned customer accounts to ensure timely collection while maintaining good customer relationships with a positive attitude.

2.   Performs collection activities in accordance with corporate policies and procedures.

3.   Performs collection duties via phone call (inbound and outbound), email, fax or letters.

4.   Ensures completion of PCI requirements and follow PCI guidelines.

5.   Reviews, follows up and resolves invoice discrepancies and payment disputes in a timely manner, including short payments and unearned early payment discounts.

6.   Accountable for reducing delinquency, DSO, and bad debt expense for assigned accounts.

7.   Reconciles customer accounts as necessary to aid in collection efforts, including logging into customer portals to review invoice statuses and to input invoice or deduction data for repayment etc.

8.   Works with customers, billing, and cash application to ensure account accuracy.

9.   Determines issues to be escalated to Sales or Customer Service for resolution.

10. Assesses and recommends accounts to be placed on credit hold or sent to outside collections. 

11. Serves as the main contact with our outside 3rd party collection agency. 

12. Identifies breakdowns in internal processes and initiates solutions with appropriate internal departments.

13. Reviews accounts with Credit Manager on a weekly basis to review customer past dues and to monitor collection and cash flow risk.

14. Assists in providing documentation support for audits.

15. Routinely strives for continuous improvement; regularly identifies inefficiencies and takes action to improve processes or ERP system functionality.

16. Communicates effectively both verbally and in writing with all levels of the organization and clients.

17. Maintains work area in a neat, clean and organized condition.

18. Understands and follows all company and manufacturer's policies and procedures and assures compliance of all attendance & safety rules and regulations. Maintains confidentiality of all proprietary and HIPAA protected information.

19. Willingly assists others as necessary to keep work current, meet deadlines or maintain even work load. Cooperates with other employees and demonstrates a good attitude. Performs an acceptable quantity and quality of work on time as required.        

20. Provides proper training, work direction, and technical guidance for less experienced employees. Attends in-house or Walman sponsored training meetings when necessary.   

21. Performs other duties as assigned.

Physical Demands: The physical demands described here are representative of those that must be met by a coworker to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

While performing the duties of this job, the coworker is regularly required to stand or sit and use hands to handle or feel objects, tools, or controls. The coworker occasionally is required to twist, turn or bend. The coworker is rarely required to kneel/squat and rarely reach above shoulders.

The coworker must be able to lift and/or move up to 25 pounds. Specific vision abilities required by this job includes close vision.