Collections Associate

About the role

The 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 Doing

Collections & Customer Outreach

• Manage 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 Resolution

• Identify 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 Management

• Monitor 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 & Reporting

• Work 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 Improvement

• Adhere 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 Position

Qualifications & Experience

• Bachelor’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 & Competencies

• Strong 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 Glean

EST Shift: 06:30 PM to 03:30 AM