
Lead Credit & Collections Representative
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Work Schedule
First Shift (Days)Environmental Conditions
OfficeJob 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.).

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