Location: Ortigas, Mandaluyong City
Work Set Up: Onsite | US Timings (nightshift)
Key Responsibilities
- Lead collection efforts for high-value and complex B2B customer portfolios.
- Contact customers through calls and emails to follow up on past-due accounts, invoices, and outstanding payments.
- Manage the collection of past-due invoices, invalid deductions, and delinquent accounts within assigned portfolios.
- Serve as the primary escalation point for unresolved disputes and non-cooperative accounts.
- Research and analyze complex disputes and deductions using ERP systems, particularly Oracle Collections.
- Monitor customer accounts for non-payment, delayed payments, and payment irregularities.
- Collaborate with Billing, Pricing, Logistics, Credit, and other internal teams to resolve account issues.
- Mentor and guide junior collections analysts on processes, systems, tools, and best practices.
- Develop and execute collections strategies and implement best practices to improve cash flow and reduce DSO.
- Conduct effective internal and external stakeholder meetings to resolve account issues and accelerate collections.
- Provide quality feedback and coaching related to call quality, process adherence, and collections performance.
- Arrange, negotiate, and follow up on payment plans to bring delinquent accounts current.
- Process credit card payments and ensure accurate application of cash receipts.
- Maintain accurate call logs and document customer commitments and expected payment dates in the billing/collections system.
- Prepare and present Accounts Receivable reports, portfolio analysis, and cash collection forecasts to management.
- Perform routine account reconciliations and proactively reduce account aging across assigned portfolios.
- Review customer orders placed on hold and coordinate appropriate actions for assigned accounts.
- Follow up with internal departments to obtain supporting documentation required for dispute and deduction resolution.
- Generate daily portfolio reports to track and monitor past-due balances and collection performance.
- Identify performance gaps and developmental opportunities within the team.
- Lead continuous improvement initiatives and recommend opportunities for AR automation and process optimization.
- Support month-end close activities related to Accounts Receivable.
- Handle audit requests, control differences, and provide guidance to stakeholders on AR-related matters.
- Actively support initiatives that help team members achieve individual and team KPIs.
Minimum Qualifications
- Bachelor's degree or equivalent educational background.
- At least 5 years of B2B collections experience, preferably within a shared services, multinational, or global business environment.
- Strong verbal and written communication skills in English.
- Strong customer-handling, negotiation, and stakeholder management skills.
- Proficiency in Microsoft Office, particularly Advanced Excel, Word, Outlook, and PowerPoint.
- Hands-on experience with ERP systems, preferably the Oracle Collections module.
- Proven experience in B2B collections, dispute management, and deduction resolution.
- Ability to analyze customer accounts, identify collection issues, and drive appropriate resolutions.
- Willingness and ability to work on a night-shift schedule aligned with US business hours.
- Willingness to work full onsite in Manila.
