Credit & Collections Analyst

Description

• Minimize Days Sales Outstanding (DSO), account balances over 75 days past due and unapplied payments while increasing percentage current
• Actively work to understand customer ordering platforms and how billing is integrated into that platform
• Minimize bad debt write-offs and maximize cash receipts while being sensitive to internal and external customers
• Analyze payment history and trends to identify possible risk exposure and action to take on future orders
• Promptly resolve billing, service and Accounts Receivable (AR) issues
• Process Proof of Delivery, credit memos and other documentation when necessary to resolve account differences with customers
• Actively prioritize and contact delinquent customers through efficient use of collections tools
• Escalate large collections issues appropriately
• Plan and organize work so the Service Level Agreement (SLA) objectives are realized
• Actively document customer issues including promises to pay and customer payment issues
• Work with customers, management and internal departments to determine alternative payment options when necessary
• Use assertive yet sensitive communication techniques in dealing with delinquent customers
• Promote strong collaborative relationships between the Collections teams and all other Quill internal teams, especially Sales, Accounts Receivable and Customer Service
• Actively monitor and document customers whose aging becomes severe
• Notify management of write-off concerns
• Recognize and proactively communicate potential billing and collections issues
• Use system tools (OIM and Legacy) to manage collections strategy

Qualifications

Basic:

• High school diploma or GED

Preferred:

• Bachelor's Degree
• Minimum 2 years of related work experience

Service Expertise:

• Superior ability to interact courteously with customers and ensure interactions are clear and direct
• Collections experience with large volume accounts
• Experience with electronic processing of invoices
• Understanding of accounting processes
• Superior understanding of credit management processes
• Ability to manage credit responsibilities
• Ability to critically review and analyze collections
• Ability to recognize and research billing problems and to identify component parts, causes and cost impact
• Ability to identify and address concerns before they become problems and to propose solutions to the concerns
• Ability to assess a problem and promptly resolve or escalate it to the Supervisor
• Superior ability to recognize the appropriate style, level of detail, and message for the audience
• Ability invoke customer action through soliciting, evaluating and acting upon customer interaction

Interpersonal Expertise:

• Capable of being entrusted with confidential information
• Confidence when in adversarial situations
• Strong ability to negotiate and resolve issues/problems
• Strong dispute management skills
• Ability to build productive working relationships
• Strong ability to communicate both orally and in writing
• Ability to cooperate with team members and with supervisor
• Ability to be flexible with position duties and scope of work

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

Staples