This candidate will be responsible for focusing on supporting daily operations, specifically on setting high standards for exceptional customer service. This position must have strong attention to detail, problem-solving, and effective communication with external and internal customers. This role will be responsible for managing sensitive external stakeholder relationships. The position will report to the Head of North American Collections.
This role will be working from home permanently and during U.S. business hours.
Duties and Responsibilities
- Oversee day-to-day activities and support all Collections efforts by managing open receivables on assigned accounts through emails and phone calls with customers to ultimately drive DSO set by our team.
- Drive against targets by executing workflows and monitoring metrics daily on assigned accounts
- Establish relationships with key client Accounts Payable personnel and serve as the dedicated point of contact with the client to facilitate cash collection and credit processes
- Manage the allocation of requests, bring resolution to complex client issues, and manage first-level escalations, while maintaining high standards for accuracy, timeliness, and professionalism
- Work on moderately difficult account assignments requiring judgment or making recommendations
- Field general AR/AP questions for clients and assist in research and resolution of any payment issues
- Work with the Credit team to arrange for payment schedules to collect funds on accounts in arrears
- Lead biweekly meetings with Business Leaders regarding the status of open receivables and make informed recommendations
- Establish and maintain effective and cooperative working relationships with other departments (Credit, Account Management, Sales, Disputes, Legal, etc.) to help drive collections and help resolve issues relating to past-due accounts
- Partner with the AR manager to identify ways to improve SOPs and processes
- Perform Finance & Accounting month-end close processes and other ad-hoc projects as needed
