Sr. Associate - Customer Care - Collections

Job Description

Debt Collection & Communication

• Reach out to customers with overdue accounts using phone, email, and letters to initiate collections.

• Negotiate repayment terms and settlements in accordance with company policies.

Account Monitoring & Reconciliation

• Monitor accounts for overdue payments, delayed settlements, credit irregularities, or unapplied items.

• Reconcile account balances with customers and address unapplied credits.

Record-Keeping & Reporting

• Maintain detailed and accurate records of all customer communication and payment commitments.

• Log outcomes of collection efforts and follow-ups in CRM or collections systems.

• Prepare and submit regular collection activity reports for management review.

Dispute Resolution & Escalation

• Investigate and resolve customer complaints or disputes related to billing or payments.

• Escalate unresolved or complex cases to senior staff or legal teams as needed.

Cross-Functional Collaboration

• Work closely with departments like Credit Management, Sales, Supply Chain, Cash Application, and others to resolve outstanding issues.

• Provide necessary documentation to support third-party collections or bankruptcy cases.

Performance & Target Achievement

• Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs.

• Ensure timely cash inflow within agreed payment terms and SLAs.

Compliance & Process Adherence

• Follow all applicable legal and regulatory requirements related to debt collection.

• Adhere to company policies, SOPs, and standard quality benchmarks.