Senior Credit & Collections Specialist/Escalations Analyst

Role Description

The Senior Credit & Collections Specialist/Escalations Analyst plays a critical role in managing and resolving complex and delinquent customer accounts. This position requires strong analytical skills, sound judgment, and the ability to navigate challenging situations with professionalism and initiative. The specialist will serve as a key liaison between customers, internal departments, and leadership to ensure timely resolution of payment issues and to implement strategies that maintain account health.

• Account Management & Resolution
  • Analyze and manage complex and high-value delinquent accounts.
  • Communicate directly with customers to resolve payment discrepancies and negotiate payment plans.
  • Make daily decisions regarding order holds or releases based on credit limits and payment status.
  • Identify and escalate potential write-offs to management.
• Internal Collaboration
  • Partner with Sales and other internal stakeholders to resolve account issues and align on customer strategies.
  • Communicate negotiated resolutions and obtain necessary approvals from internal teams.
  • Provide regular updates and progress reports to leadership.
• Customer Engagement
  • Engage with customers to present tailored solutions addressing cash flow challenges.
  • Propose and escalate alternative payment options when necessary.
  • Maintain a professional and diplomatic approach in all customer interactions.
• Strategic Support
  • Support strategic customers and expand market segments.
  • Provide insights and trends to Sales and other stakeholders to inform business decisions.
  • Develop and implement strategies to ensure accounts remain current post-resolution.
• Mentorship & Best Practices
  • Train and mentor new team members.
  • Share expertise and promote best practices across the team.

Qualifications

• Typically requires 5+ years of related experience.
• Exceptional communication and negotiation skills.
• Proficiency with MS Office products including Word, Excel, PowerPoint, Outlook, Teams, etc.

Requirements

• Experience in corporate credit and collections.
• Strong understanding of finance principles and practices.
• Strong customer service skills.
• Ability to multitask across various systems while meeting deadlines.
• Prior negotiation experience.

Benefits

• Competitive compensation package.
• Annual bonus or long-term incentive opportunities may be offered.
• Pay range: $22.91 - $38.18.