Collections Analyst - Global Business Services

Job Description

Main Responsibilities

As a Senior Collection Specialist, you will be an integral part of the Bill to Cash (B2C) team, responsible for overseeing and managing the collection of outstanding customer payments. Primary duties include conducting collection calls and correspondence in a fast-paced, goal-oriented environment, focusing on aging reports and established strategies. You will provide excellent customer service to resolve collection issues, discrepancies, and open positions, ensuring timely and accurate documentation of all activities.

In this role, you will work closely with cross-functional teams to maintain accurate records of customer payment statuses, including daily and month-end reports shared internally and externally. You will perform customer account reconciliations, review and distribute periodic account statements, and provide feedback on actions in collaboration with the Accounts Receivable (AR) team. Additionally, you will provide input on bad debts and write-offs, escalate issues and disputes as necessary, and ensure full compliance with SGS policies and procedures.

Your expertise will be crucial in presenting financial data, particularly regarding major overdue invoices and aged debt. As a Subject Matter Expert (SME) in collections, you will help identify process improvements, propose new solutions, and lead collection training within the team. Your ability to manage complex collection activities efficiently and effectively will be key to ensuring smooth financial operations and achieving defined SLAs and KPIs.

Specific Responsibilities

• Lead the execution of collection strategies, managing calls and correspondence in a fast-paced environment to ensure alignment with corporate goals.

• Provide excellent customer service regarding collection issues to resolve discrepancies and open positions.

• Ensure robust documentation by comprehensively recording all collection activities for use in future processes.

• Collaborate with cross-functional teams to maintain accurate, real-time customer payment data.

• Oversee customer account reconciliations to ensure accuracy and resolve outstanding issues, reinforcing financial integrity.

• Lead the review and distribution of customer statements of account, optimizing communication and ensuring prompt customer engagement.

• Provide feedback to the AR team regarding bad debts and debt write-offs.

• Escalate high-priority disputes as needed to mitigate financial exposure and operational risks.

• Ensure full compliance with SGS policies and procedures, maintaining high operational standards.

• Report financial data concerning major overdue invoices and aged debt.

• Act as a Subject Matter Expert (SME) in the collections area.

• Identify and implement process improvements and innovative solutions to enhance operational efficiency.

• Lead collection training programs, fostering continuous development and promoting best practices within the group.

Qualifications

Profile

• Academic Background: Professional degree in Finance, Accounting, Business Administration, Economics, Engineering, or related fields.

  • Note: Candidates with only a High School Diploma who demonstrate at least three years of certified experience in related roles will be considered.

• Experience: Minimum of 3 years of experience in related positions.

• Technical Knowledge: Proficiency in MS Office (Intermediate Excel, Word, and PowerPoint). Experience with Oracle E-Business Suite or similar ERP systems is desirable.

• Languages: B2 level, preferably Business English.

Key Skills & Attributes

• Excellent customer service skills (active listening, empathy, conflict resolution).

• Strong analytical and problem-solving abilities (data analysis, process improvement).

• Proven ability to work effectively in challenging, high-pressure, or conflict-prone situations.

• Experience with diverse cultural backgrounds and global business practices.

• Growth-oriented and positive mindset.

Additional Information