Lead Credit & Collections Representative

Work Schedule

Environmental Conditions

Job Description

Position Summary:

The Lead Credit & Collections Representative will coordinate debt collection and credit limit management for a group of customers. This role involves managing credit from start to finish, including order holds and decision-making. You will be the main point of contact, leading conference calls to resolve disputes, non-payment issues, and account reconciliation with collaborators.

This role requires a candidate with outstanding rapport-building abilities, flawless communication skills, and a passion for achieving critical metrics in a dynamic environment.

Responsibilities:

• Perform checks and evaluate credit limits on new and existing customer accounts within the designated portfolio in line with company policy.
• Carry out necessary procedures to place accounts on hold, ensuring timely release of orders upon receipt of payment.
• Liaise with other departments to communicate credit hold or block decisions.
• Update core systems to accurately reflect credit limits and hold status.
• Proactively contact customers to ensure invoice processing and timely payments.
• Plan and prioritize customer calls to improve collections on the largest open invoices.
• Review customer accounts regularly and determine when accounts should be placed on hold.
• Log, monitor, and coordinate customer complaints for timely resolution.
• Lead internal and external customer meetings to resolve issues related to disputes, non-payment, or account reconciliation.
• Allocate credits in consultation with relevant teams.
• Consistently meet assigned targets and fulfill Service Level Agreements (SLAs).
• Ensure collection software is updated with actions taken, follow-ups needed, and dispute reporting.
• Perform tasks in accordance with company policies and Sarbanes-Oxley requirements.
• Assist the cash application team and support e-invoicing processes as needed.
• Train and mentor new employees in the Order-to-Cash (OtC) department.
• Build and update process documentation and training materials.
• Participate actively in departmental or cross-functional projects.
• Act as backup or blocking issue point for the Line Manager.
• Support Internal and External Audit testing procedures.
• Perform additional duties as assigned by the Line Manager.

Skills & Qualifications Required:

• Effective and confident communication skills for successful customer negotiations.
• Proven attention to detail and accuracy.
• Proficiency in collaborating with a wide range of people to achieve common goals.
• Ability to work independently to address complex issues and handle customer concerns.
• Comfortable in a fast-paced environment.
• Strong organizational and time management skills.
• Problem-solving and analytical ability.
• Good judgment and decision-making skills.
• Willingness to train and mentor newcomers.
• Good understanding of process improvement methodology.
• Detailed understanding of relevant accounting systems and credit & collections processes.

Qualifications and Experience:

• Skilled in English.
• University or College degree.
• Proficiency in Microsoft Office software (Outlook, Excel, etc.).
• Previous +3 years of work experience in Shared Service Centers in a similar role.
• Proven experience with ERP systems (SAP, Oracle, JD Edwards, etc.).