Protrans
From Protrans's careers page
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Approximately 50% of the role is focused on account analysis, research, and dispute resolution.
The Collections Analyst is responsible for managing assigned customer accounts from both a collections and analytical perspective. Approximately 50% of the role is focused on account analysis, research, and dispute resolution. The Collections Analyst is expected to identify why payment is being delayed, research discrepancies across multiple data sources, and work across internal teams and directly with customers to resolve the underlying issue so payment can be collected. The goal is to become the account expert for assigned customers and bring forward solutions
Analyze assigned accounts, aging, invoices, disputes, payment history, and supporting documentation to determine the root cause of delayed or missing payment and use that information to resolve open issues and obtain payment.
Pull, review, and compare large data sets from customer portals, accounting/ERP systems, BI tools, Excel/CSV files, and other sources to identify missing, incorrect, or inconsistent information.
Combine data from multiple sources when necessary to research issues such as incorrect bill-to information, missing customer-required documentation, invoice discrepancies, or other barriers to payment.
Research customer disputes, determine the action needed, and engage with internal and external partners to resolve.
Partner cross-functionally with Finance, Billing, Operations, Account Management, and other teams to correct issues and drive disputes through resolution.
Identify recurring account issues, trends, and process gaps and recommend solutions that improve collections and prevent future payment delays.
Own assigned customer accounts and become the primary collections subject-matter expert for those accounts.
Track, record, and reconcile assigned customer accounts.
Contact past-due customers to request payment and resolve outstanding balances.
Serve as a customer-facing point of contact for collection issues, disputes, and documentation needs.
Work directly with customers and internal Finance partners to review denied payments, determine whether the denial is valid, and take the appropriate action to resolve or respond to the issue
Process payments and assist with arranging payment timelines or installment plans when necessary.
Maintain a clear understanding of assigned customers' billing, documentation, portal, and payment requirements to proactively identify and resolve issues that may delay payment.
Provide required invoice documentation to customers, including resubmitting, uploading, or emailing materials to support payment processing.
Identify missing or incorrect documentation and take ownership of obtaining, and resubmitting the information needed to resolve the issue and support payment.
Prepare and review customer-specific reports, aging information, dispute details, and account status updates according to required deadlines.
Participate in weekly collections meetings and verbally present the status of assigned accounts, including outstanding balances, dispute reasons, actions taken, risks, and next steps.
Be prepared to answer questions regarding assigned accounts and clearly communicate what is preventing payment and what is being done to resolve it.
Plan and prioritize daily work independently based on account risk, aging, customer needs, and deadlines.
Operate as a self-starter who can move beyond a standard process when research or problem-solving is needed.
Bring recommended solutions and next steps forward when issues are identified.
Participate in continuous improvement initiatives to increase collection effectiveness, accuracy, and efficiency.
Bachelor's degree in Finance, Accounting, Business, Supply Chain, Data Analytics, or a related field; equivalent relevant experience may be considered.
3+ years of experience in collections, accounts receivable, billing, account analysis, customer account management, or a related role.
Strong analytical and research skills, including the ability to investigate discrepancies, identify root causes, and draw conclusions from multiple data sources.
Demonstrated ability to work with large data sets and combine information from Excel, CSV files, BI tools, customer portals, and accounting/ERP systems.
Proficiency in Microsoft Excel, including PivotTables and VLOOKUP (or equivalent lookup functions), is required.
Strong problem-solving skills with a demonstrated ability to bring forward solutions and drive issues through resolution.
Strong verbal and written communication skills with the confidence to communicate directly with customers and present account status to leadership.
Ability to build cross-functional relationships and coordinate with multiple teams to resolve customer and payment issues.
Ability to work independently, prioritize competing account needs, meet deadlines, and maintain accuracy in time-sensitive situations.
Proficiency with Microsoft Office (Excel, Outlook, Teams) and familiarity with accounting/ERP systems.
Bachelor's degree in Finance, Accounting, Business, Supply Chain, Data Analytics, or a related field; 3+ years of experience in collections, accounts receivable, billing, account analysis, customer account management, or a related role
This role does not provide direct supervision to direct reports.
Financial Acumen
Analytical & Quantitative Reasoning
Attention to Detail
Regulatory & Policy Compliance
Clear Verbal & Written Communication
Collaboration & Teamwork
0-25%
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