Collections Associate

About the roleThe Associate – Collections / Accounts Receivable is responsible for managing a portfolio of customer accounts, reducing past-due receivables, and improving overall cash flow while providing a professional and customer-centric experience. This role involves proactive follow-up on outstanding invoices, resolving billing/payment issues, and partnering closely with internal stakeholders (Sales, Finance Customer Support, Accounting, ARA, etc.) to ensure timely collection and accurate account status.What You Will Be DoingCollections & Customer OutreachManage a defined portfolio of customer accounts and drive timely collection of open invoices as per SLA and aging targets.Perform structured follow-ups (emails and calls) based on aging buckets (current, 1–30, 31–60, 61+ days past due) in line with the collection’s playbook.Send dunning/payment reminder emails and make collection calls to obtain payment commitments, expected payment dates, and remittance details.Maintain a professional yet firm approach to secure payments while preserving long-term customer relationships.Dispute Management & Issue ResolutionIdentify and document reasons for non-payment (disputes, billing errors, contract issues, PO requirements, etc.) and drive resolution with internal teams.Coordinate with Finance Customer Support, ARA, Sales/Account Management, Contracts, and Billing to resolve invoice/contract discrepancies, credit memos, and account issues.Track all open disputes, follow through on agreed action items, and close out cases once issues are resolved and payments are applied.Portfolio, Risk & Escalation ManagementMonitor AR aging for assigned accounts, prioritize high-risk and high-value items, and ensure timely action on each bucket.Flag accounts requiring escalation (e.g., persistent non-response, 60+ / 90+ aging, possible write-off or third-party collections) to the Manager/Team Lead with clear case history.Support execution of collection strategies such as demand letters, account suspension recommendations, and settlement proposals in line with policy.Systems, Documentation & ReportingWork daily in collections/AR systems (e.g., collections platforms, CRM, ERP, and internal tools) to review account status, log activities, and update notes.Ensure all customer interactions, promises-to-pay, disputes, and escalations are accurately documented in the relevant systems.Provide periodic reporting/updates on portfolio health, collection status, key risks, and expected cash inflows to the Manager/Team Lead.Review and reconcile payments with Cash Application/Accounting to confirm correct application against open invoices and resolve misapplied/unidentified cash.Compliance, Controls & Process ImprovementAdhere to internal collections SOPs, escalation matrix, credit & suspension policies, and documentation standards at all times.Handle customer data, payment information, and financial records in line with company policies and applicable regulations.Proactively identify recurring issues (e.g., invoicing errors, address/PO problems, common disputes) and recommend process improvements to reduce future delinquencies.Participate in training, knowledge sharing, and continuous improvement initiatives within the Collections / AR team.What You Will Need for this PositionQualifications & ExperienceBachelor’s degree in Commerce, Finance, Accounting, Business Administration, or related field.1–4 years of experience in B2B collections, accounts receivable, order-to-cash, or credit control; internships or strong academic projects in finance will be considered for fresher profiles.Experience working with global customers and cross-functional teams is preferred.Exposure to ERP/financial systems and CRM tools (e.g., Oracle/EBS, Salesforce, HighRadius or similar collections platforms) is an advantage.Skills & CompetenciesStrong verbal and written communication skills in English; able to draft clear, professional collection emails and conduct effective phone conversations.Solid negotiation and persuasion skills with the ability to handle difficult conversations and secure commitments while maintaining customer goodwill.High level of attention to detail and accuracy in recording account notes, payment information, and dispute status.Good understanding of basic accounting and AR concepts (invoices, credit notes, aging, write-offs, bad debt, unapplied cash, etc.).Proficiency in MS Excel and comfort working with multiple systems and reports simultaneously.Demonstrated ownership, urgency, and bias for action in driving results on assigned accounts.Strong organizational and time-management skills; able to prioritize a high volume of accounts and tasks.Collaborative mindset with the ability to work effectively with Sales, Finance, Operations, and Customer Support teams.Preferably have knowledge of AI, agentic AI, usage of GleanEST Shift: 06:30 PM to 03:30 AM

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