Subject Matter Expert - Credit & Collections

Duties And Responsibilities

• Proactively manage a portfolio of key accounts to execute collection strategies as well as the escalation of
  
  

delinquent

• Minimize Days Sales Outstanding (DSO), account balances over 30 days past due, and unapplied payments while
  
  

increasing % current

• Responsible for ensuring all receivable portfolios are collected within terms while adhering to professional,
  
  

ethical and legal collections practices

• Direct productivity improvement efforts to ensure all processes are efficient, cost effective, and consistent with
  
  

overall department practices

• Fully responsible for daily management of collections, including providing customer service regarding collection
  
  

issues, process customer refunds, process and review account adjustments, resolve client discrepancies and

deductions

• Conduct timely research, analysis and decision making for resolution of deductions and disputed items,
  
  

short/over-payments

• Build strong account relationships through continued phone contact with sales/commercial and relevant
  
  

stakeholders

• Enlist the efforts of sales and senior management when necessary to accelerate the collection process
• Establish and maintain effective and cooperative working relationships with all cross functional teams
• Participate in process improvement to enhance customer satisfaction
• Support Monthly Close
• Support Monthly KPI metrics
• Other duties as assigned
  
  

Key Competencies

• ERP Systems experience is desirable
• Strong written and verbal communication skills are essential
• Strong computer skills especially MS Office
• Commitment to excellent customer service
• Ability to prioritize and manage multiple responsibilities
• Ability to work independently in a fast-paced high-volume environment to ensure proper application
• Communicate with both internal and external customers to resolve problems and prevent orders and claims
  
  

from being held or delayed

• Support Customer Service by responding to all customer related inquiries to improve knowledge and ensure
  
  

customer satisfaction (One Call=One Contact)

• Identify process improvement by evaluating non-conformances and non-value-added activities to improve
  
  

individual and company performance as well as customer satisfaction

• Keep the Credit and Collections Supervisor informed of serious credit and collections problems
• Cover work of other team members during absence and participate in special projects and related assignments
  
  

as needed

• Establish and communicate goals on an individual and team basis to achieve cash flow, DSO and aging objectives
• Execute applicable Quality System processes
• Customer Focus
  
  

Minimum Qualifications

• Must be proficient in Microsoft Office Word and Excel
• Must have good keyboarding, typing and calculator skills
• Must be able to read, analyze, and interpret general credit reports and information
• Must have a working knowledge of Dun & Bradstreet, Experian or other related credit reports
• Must be able to communicate professionally, verbally and in writing
• Must be able to work independently and on a team
• Must be able to work effectively in a fast-paced environment with shifting priorities
  
  

Education & Experience

• Four-year degree in Business, Finance, Economics or accounting is a plus
• 2+ years relevant experience in an accounts receivable role – preferably with Shared Service Centre and
  
  

multinational corporation background

• ERP system experience a plus