Credit Collections Analyst

Thermo Fisher Scientific - Pittsburgh, PA

Full-time

Pittsburgh, PA

Computer and Electronic Product Manufacturing

About the position

The Lead Accounts Receivable Representative plays a crucial role in managing customer interactions to resolve issues that may delay invoice payments. This position is responsible for leading all aspects of problem-solving and facilitating conversations with the relevant parties involved. The representative will handle the entire process from invoicing to cash collection, serving as the primary contact for problem resolution for customers within their assigned portfolio. This portfolio will consist of 200 to 400 accounts, collectively amounting to over $20 million in receivables. In this role, the Lead Accounts Receivable Representative will be expected to communicate professionally, both in writing and verbally, while effectively managing a high volume of email correspondence and phone calls. A solid understanding of customer billing platforms is essential for identifying problems and providing solutions. Proficiency in key Excel functions is also necessary to enhance collection efficiencies for large customers. The representative will leverage relationships across various departments and business units to improve problem resolution and ensure the completion of action plans. Proactive identification of problems and potential risks is a key responsibility, along with formulating sound solutions and developing actionable plans. The representative will drive accountability by raising delinquency issues within both the customer and Thermo Fisher Scientific organizations. The ability to adapt to changes in priorities based on business needs is crucial, as is the capacity to consistently accomplish or exceed established goals. Recognizing changes in customer behavior that may indicate increased risk of delinquency or default is also part of the role. The Lead Accounts Receivable Representative will work with minimal direction, adhering to guidelines and company policies. They will also support the development and implementation of onboarding content for new team members and utilize Practical Process Improvement techniques to identify and address root causes of problems. Mentoring and supporting other team members will be an additional aspect of this position.

Responsibilities

• Communicate professionally, both written and verbal.
• Effectively handle a high volume of email communication and phone contact.
• Have a solid understanding of customer billing platforms that allow problem identification and solution.
• Proficiency in key Excel functions that will drive collection efficiencies for large customers.
• Leverage relationships across departments and business units to improve problem resolution and drive completion of action plans.
• Proactively identify problems, potential risk, formulate sound solutions and develop and deliver action plans.
• Drive accountability by raising delinquency issues within the customer and Thermo Fisher Scientific organizations.
• Ability to react to and effectively handle changes in priorities based on business need.
• Formulate a course of action to consistently accomplish or outperform established goals.
• Recognize and raise changes in customer behavior that indicates increased risk of delinquency or default.
• Ability to work with minimal direction; following guidelines and company policy.
• Support development and implementation of onboarding content for new team members.
• Use Practical Process Improvement techniques to identify and solution problem root cause.
• Mentor and support other team members.

Requirements

• High School Diploma required; Bachelor's degree in a business field preferred.
• 5+ years of experience in collections and/or business or an equivalent combination of education and experience.
• Business to Business collections, customer service, or finance background and analytical skills necessary to reconcile customer trade accounts.
• Excellent written and verbal skills that allow effective communication via both phone and email; professional and customer-focused manner with attention to detail.
• Goal-oriented with a high degree of integrity.
• Ability to work effectively with other team members in an open environment.
• Proficiency in programs with MS Office (Word, Excel, and Outlook), Oracle, Cognos.