We are seeking a highly analytical and proactive Collections Analyst to oversee our Accounts Receivable (AR) portfolio and drive the execution of our collection strategies. In this role, you will manage multi-channel outbound campaigns (dialer, SMS, email), analyze performance data, and lead a team of collection agents. The ideal candidate blends technical proficiency in campaign management with strong leadership and reporting skills to optimize recovery rates and maintain healthy AR aging.
Key Responsibilities
Accounts Receivable & Account Management
Continuously monitor Accounts Receivable (AR) aging reports to identify high-risk or delinquent accounts.
Process, generate, and send official termination notices and account closure transactions in compliance with company policies and regulatory standards.
Evaluate customer payment histories to determine appropriate next steps in the collections cycle.
Campaign & Dialer Management
Develop, write, and refine effective dialer scripts for collection agents to maximize recovery and ensure compliance.
Manage the daily operations of the outbound dialer system, including uploading lead lists, configuring dialing parameters, and troubleshooting system issues.
Execute multi-channel communication strategies by drafting and sending targeted text message (SMS) and email campaigns to delinquent accounts.
Monitor active dialer campaigns in real-time, adjusting pacing and routing to optimize contact rates, agent utilization, and overall campaign effectiveness.
Team Leadership & Performance Tracking
Lead, mentor, and guide a team of collection agents, providing ongoing coaching on script adherence, negotiation techniques, and campaign objectives.
Design and generate comprehensive daily, weekly, and monthly collection reports.
Establish, track, and analyze Key Performance Indicators (KPIs)—such as contact rate, promise-to-pay (PTP) rate, and dollars collected—to evaluate team performance and strategy effectiveness.
Present findings and actionable insights to senior management to drive continuous improvement in the collections process.
Qualifications and Skills
Experience: 3+ years of experience in collections, accounts receivable, or a related financial analytical role required, including proven leadership or supervisory experience and the ability to communicate effectively with senior management.
Technical Proficiency: Hands-on experience administering predictive dialer systems, CRM software, and multi-channel communication platforms (SMS/Email).
Analytical Skills: Strong ability to analyze data, build reports, and track operational KPIs using Excel (PivotTables, VLOOKUPs) or BI tools.
Communication: Excellent written and verbal communication skills, with the ability to write compelling scripts and professional notices.
Language Proficiency: Spanish proficiency required; bilingual English/Spanish communication skills strongly preferred.
Real HiresApplications powered by Finally Staff