Collections Representative,

What's The Role

The Collections Representative plays a vital role within the Shell Energy Solutions Collections team, supporting the management of customer accounts and the timely collection of outstanding balances from commercial and industrial energy customers. Through proactive customer engagement and effective problem-solving, this role helps ensure a positive customer experience while contributing to the company's goals of maintaining healthy cash flow and minimizing credit risk.

This is an exciting opportunity to make a meaningful impact within a growing B2B energy organization. We are seeking a customer-focused and results-driven professional who enjoys building relationships, resolving complex billing and payment concerns, and working collaboratively across teams. In this role, you will partner with customers and internal stakeholders to address account issues, support credit management activities, and contribute to process improvements that enhance operational efficiency and customer satisfaction.

What You'll Be Doing

As a Collections Representative, you will manage a portfolio of commercial and industrial customer accounts, drive the timely collection of outstanding receivables while deliver an excellent customer experience. In this role, you will collaborate with customers and cross-functional teams to resolve payment and billing issues, reduce credit risk, and support healthy cash flow performance. Success in this position requires strong communication, analytical thinking, problem-solving abilities, and the capability to manage multiple priorities in a dynamic environment.

• Manage and monitor a portfolio of commercial and industrial customer accounts to ensure timely collection of outstanding receivables and achievement of collection targets.
• Proactively contact customers by phone and email to collect overdue balances, negotiate payment commitments, and resolve delinquent accounts.
• Perform detailed account analysis, research, and reconciliations to identify and resolve payment discrepancies, unapplied cash, billing issues, and account variances.
• Investigate and address customer concerns related to invoices, payments, credits, and account balances, working to achieve prompt resolution and payment.
• Respond professionally and efficiently to customer inquiries, payment-related issues, and escalations while maintaining a high standard of customer service.
• Partner with Sales, Billing, Credit, Account Management, and other internal stakeholders to resolve disputes, remove barriers to payment, and reduce account delinquency.
• Monitor customer payment trends and account activity to identify potential credit risks, escalating concerns and recommending appropriate actions when necessary.
• Establish, monitor, and follow up on payment arrangements to ensure customers meet agreed-upon commitments.
• Maintain accurate and detailed documentation of collection activities, customer communications, payment commitments, disputes, and resolution efforts within financial and customer management systems.
• Ensure compliance with company policies, internal controls, regulatory requirements, and established collections procedures.
• Prepare and maintain reporting, account status updates, and other collections-related metrics as required by management.
  
  

What You Bring

We're looking for a motivated and detail-oriented professional with experience in collections, accounts receivable, or a related field. You are someone who enjoys solving problems, building positive customer relationships, and working collaboratively to achieve results. You can effectively manage multiple priorities, communicate confidently with customers and stakeholders, and take ownership of your work in a fast-paced environment.

• Experience in B2B collections, accounts receivable, credit management, or a related finance function.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Excellent written and verbal communication skills, with the ability to build positive relationships and deliver a great customer experience.
• Proficiency in Microsoft Excel, including functions such as data filtering, lookups, and pivot tables.
• Experience working with financial or ERP systems such as SAP, Oracle, or similar platforms.
• Ability to prioritize tasks and manage competing deadlines in a dynamic environment.
• Strong collaboration and stakeholder management skills, with the ability to work effectively across teams.
• Self-motivated and able to work independently while taking ownership of outcomes.
• Experience within the energy, utilities, or related industries is an advantage but not required.
• Fluent in English, with strong verbal and written communication skills.
• Experience supporting global or geographically diverse teams is beneficial but not essential.
• Willing to work on a US-based schedule, from 9:00 PM to 7:00 AM Philippine Time
  
  

This role is ideal for someone who enjoys a balance of customer interaction, problem-solving, and financial analysis, and who is passionate about delivering results while maintaining a positive customer experience.