I. POSITION: The Credit and Collection Associate is responsible for managing overdue customer
accounts and ensuring the timely collection of outstanding payments. This role involves
contacting customers, negotiating payment terms, resolving disputes, and working closely with
internal teams to minimize the company's bad debt exposure. The Collections Associate plays a
key role in maintaining healthy cash flow and supporting the company's financial health by
collecting receivables in a professional and efficient manner.
II. WORK LOCATION: Assigned Head Office
III. REPORTING TO: Credit and Collection Team Leader
IV. DIRECT REPORT: None
V. INDIRECT REPORT: None
VI. DUTIES AND RESPONSIBILITIES:
1. Account Management and Collection Efforts:
? Monitor and manage a portfolio of overdue accounts by contacting customers via
phone, email, or written correspondence to request payment.
? Follow up on overdue invoices to ensure timely payment and resolve payment-related
issues.
? Establish payment plans with customers when necessary, negotiating reasonable terms
and ensuring adherence to agreed-upon payment schedules.
2. Customer Communication:
? Communicate professionally and effectively with customers to collect payments,
offering solutions for overdue invoices.
? Address any payment disputes or inquiries in a timely manner, working with internal
teams (e.g., sales, customer service) to resolve issues and ensure customer satisfaction.
? Educate customers about the company's payment terms, policies, and procedures to
prevent future payment delays.
3. Payment Application:
? Apply customer payments to appropriate accounts and invoices in the accounting
system, ensuring accuracy and timely processing.
? Investigate payment discrepancies or short payments, and resolve issues by
coordinating with customers and internal departments.
4. Aging Reports and Collections Tracking:
? Regularly review accounts receivable aging reports to identify delinquent accounts and
prioritize collection efforts.
? Maintain accurate records of all collection activities, customer communications, and
payment arrangements in the system.
? Update collection status and progress in the company's CRM or accounting software to
provide real-time visibility into collection efforts.
5. Escalation and Dispute Resolution:
? Escalate unresolved issues to management or legal teams as needed, particularly in
cases of non-payment, ongoing disputes, or accounts that may require further action.
? Work with customers to negotiate settlements, payment extensions, or adjustments
when appropriate, while maintaining company policies and compliance with applicable
laws.
6. Bad Debt Prevention:
? Identify and monitor high-risk accounts and communicate potential issues with the
Credit and Collections Team Leader or Manager.
? Assist in the development and implementation of strategies to reduce the likelihood of
bad debt and improve collections processes.
? Collaborate with the sales and finance teams to assess customer payment behavior and
propose changes to credit limits or terms where necessary.
7. Reporting and Documentation:
? Prepare regular reports on collection activities, outstanding balances, and cash flow
status.
? Provide management with updates on key performance indicators such as Days Sales
Outstanding (DSO), recovery rates, and collections progress.
? Ensure that all communication and documentation related to collections are properly
maintained and archived.
8. Compliance and Legal Requirements:
? Adhere to all internal policies, industry standards, and legal requirements related to
collections, including debt collection regulations and customer confidentiality.
? Ensure that all collection efforts are conducted in a professional, ethical, and compliant
manner, avoiding harassment or aggressive tactics.
9. Collaboration with Other Teams:
? Work closely with the accounts receivable, sales, and customer service teams to ensure
smooth coordination in resolving payment issues or disputes.
? Collaborate with management to address any recurring payment problems or customer
issues, and contribute to the development of improved processes.
VII. QUALIFICATIONS