Collections Analyst

What we do:

The Collections Analyst supports the Global Credit & Collections organization with a focus on invoice dispute analysis and resolution, global automated collections portfolio administration, process improvement, automation, and reporting. This role analyzes dispute trends and root causes, partners across the CAO organization, Business Team, and global regions to drive resolution, and administers the global automated collections portfolio of approximately 600 lower-value, lower-risk accounts. The role also supports process improvements and automation within the GetPaid Collections Module, including the evaluation of AI tools, and provides reporting and analytical support to the management team.

What you'll do:

Dispute Management and Root Cause Analysis

• Analyze invoice disputes to identify trends, root causes, and opportunities to reduce recurring issues.
• Partner with departments across the CAO organization and Business Team to research and resolve Order to Cash (O2C) disputes.
• Monitor dispute activity and provide insights to help prevent recurring billing and collection issues.
• Support escalations and resolution of complex or recurring disputes as needed.
• Identify trends and opportunities to improve customer experience and reduce barriers to timely payment.

Global Automated Collections Portfolio

• Administer and support the global automated collections portfolio (Auto Desk) of approximately 600 lower-value, lower-risk customer accounts.
• Oversee accounts managed through FIS GetPaid's automated collections process, including automated statements, payment reminders, and follow-up communications.
• Monitor account activity and intervene when customer issues, disputes, or other situations require human attention.
• Serve as a global liaison across all three regions for the automated collections portfolio.
• Identify opportunities to improve and expand automation within the portfolio.

Process Improvement and Automation

• Identify and drive process improvements and efficiencies within the GetPaid Collections Module, including Automated Collections.
• Evaluate opportunities to leverage automation and AI to improve collections, dispute management, and email management.
• Explore and support the use of tools such as Claude and GetPaid capabilities, including Carla 2.0 and Carla Pro.
• Partner with C&C leadership and relevant teams to implement and sustain process improvements.

Reporting and Management Support

• Analyze dispute, collections, and automated collections data to provide reporting, insights, and trend analysis that support Credit & Collections management and drive performance improvements.
• Support ad hoc reporting and analytical requests as assigned.