Credit & Collections Specialist (USA)

Description:

GENERAL SUMMARY:

The Customer Experience Representative (CXR) is a proactive problem-solver responsible for

managing a portfolio of customer accounts, driving collection efforts, and resolving complex

customer issues related to billing, pricing, cylinder discrepancies, and cash applications. The CXR

acts as a vital consultant who identifies credit risks, maintains high-level internal partnerships, and

ensures customer relationships remain strong and productive. Collection efforts are time-sensitive,

requiring excellent skills in organization, time management, and critical thinking.

This position has a hybrid work arrangement with scheduled days in the office combined with days

available to work from home, after initial training.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Portfolio Management & Collections

Prioritize your portfolio to maximize collection benefits and secure timely remittances.

Contact customers regarding past-due invoices and obtain future payment information.

Identify account risks, spot AR trends, and monitor for indicators of delinquency.

Perform routine reviews and releases of sales orders throughout the day.

Problem Solving & Dispute Resolution

Identify errors and discrepancies on customers' accounts. Create, investigate, and resolve disputes

from initiation to final resolution.

Investigate and resolve discrepancies related to pricing, billing, cylinder assets, and cash

applications.

Research complex account issues to achieve a thorough understanding of data and trends.

Strategic Collaboration & Escalation

Maintain quality relationships with branch managers, account managers, district managers, AVPs,

National Account Managers and MSVPs. These relationships are critical to collection efforts.

Involve collections managers when possible and keep them informed of issues at all times.

Recognize significant credit risks and escalate significant matters to the Accounts Receivable

Supervisor and up.

Utilize customer service skills at all times to ensure collections efforts do not impair customer

relationships.

Administration & Documentation

Maintain meticulous records of all conversations, emails, and follow-up actions. Organize

documentation to facilitate follow-up efforts.

Take "extreme ownership" of account maintenance, including handling undeliverable mail and

updating account details.

Special projects and other duties as assigned.

MINIMUM QUALIFICATIONS:

To perform this position successfully, an individual must be able to perform each job duty satisfactorily.

The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

duties.

Required Education:

HS Diploma or equivalent

Required Length & Type of Experience:

• 3-5+ years of progressive experience in one or more of the following areas:
• Customer Experience analytics
• Credit & Collections analytics
• Financial or operational reporting
• Business or data analytics in a complex, matrixed organization
• Demonstrated experience creating recurring and ad-hoc reports, dashboards, and

analytical insights for leadership.

• Hands-on experience working with large datasets and translating data into

actionable business insights.

• Experience supporting cross-functional teams, including Credit, Collections,

Customer Service, Finance, or Sales.

• Proven ability to independently manage multiple priorities, projects, and

deadlines.

Preferred Education: (if different)

Bachelor's degree in Accounting, Finance, Analytics, or Engineering-related field.

Knowledge, Skills & Abilities:

• Strong analytical and critical-thinking skills with the ability to identify trends, risks, and

root causes.

• Advanced proficiency in Excel (pivot tables, formulas, data modeling).
• Working knowledge of Power BI or similar business intelligence and data visualization

tools.

• Ability to learn, own, and act as a super user for operational and analytical systems (e.g.,

HighRadius or similar platforms).

• Strong written and verbal communication skills, including the ability to prepare

executive-level presentations and materials.

• Demonstrated ability to train, coach, and support end users on tools, processes, and

reporting.

• Strong organizational skills with attention to detail and data accuracy.
• Ability to work independently, take initiative, and operate with minimal supervision.
• Project-oriented mindset with the ability to support and lead initiatives from concept

through execution.

• Ability to work effectively in a fast-paced, continuously evolving environment

PHYSICAL DEMANDS:

The characteristics listed below are representative of the physical demands required by an individual to

successfully perform the essential duties of this position. Reasonable accommodations may be made to

enable individuals with disabilities to perform the essential duties.

• While performing the duties of this job, the employee is regularly required to stand, walk

and sit; use hands to finger, handle, or feel; and reach with hands and arms.

• Ability to enter and update continuous data into relevant computer program eight hours a

day via keyboard and mouse.

• The employee is frequently required to talk and/or hear.
• Specific vision abilities required by this job include close vision, color vision, depth

perception, and ability to adjust focus.

WORK ENVIRONMENT:

The characteristics listed below are representative of the work environment typically encountered by an

individual while performing the essential duties of this position. Reasonable accommodations may be

made to enable individuals with disabilities to perform the essential duties.

• While performing the duties of this job, the employee is exposed to a normal office

environment.

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