Sr. Associate - Customer Care - Collections 5B

• COLLECTIONS SENIOR PROCESS ASSOCIATE -

Debt Collection & Communication • Reach out to customers with overdue accounts using phone, email, and letters to initiate collections. • Negotiate repayment terms and settlements in accordance with company policies. 2. Account Monitoring & Reconciliation • Monitor accounts for overdue payments, delayed settlements, credit irregularities, or unapplied items. • Reconcile account balances with customers and address unapplied credits. 3. Record-Keeping & Reporting • Maintain detailed and accurate records of all customer communication and payment commitments. • Log outcomes of collection efforts and follow-ups in CRM or collections systems. • Prepare and submit regular collection activity reports for management review. 4. Dispute Resolution & Escalation • Investigate and resolve customer complaints or disputes related to billing or payments. • Escalate unresolved or complex cases to senior staff or legal teams as needed. 5. Cross-Functional Collaboration • Work closely with departments like Credit Management, Sales, Supply Chain, Cash Application, and others to resolve outstanding issues. • Provide necessary documentation to support third-party collections or bankruptcy cases. 6. Performance & Target Achievement • Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs. • Ensure timely cash inflow within agreed payment terms and SLAs. 7. Compliance & Process Adherence • Follow all applicable legal and regulatory requirements related to debt collection. • Adhere to company policies, SOPs, and standard quality benchmarks.