Collection Senior Associate

Job Summary

We are seeking an experienced and proactive Collections Senior Associate to manage a global accounts receivable portfolio and drive timely, customer-focused resolution of overdue balances. The role requires strong end-to-end Order to Cash knowledge, disciplined follow-up, sound judgment, and the ability to partner with customers, Sales, Billing, Accounting, Cash Application, and other stakeholders.

The successful candidate will own collection outcomes, maintain accurate account documentation, identify root causes affecting payment, support credit hygiene, and contribute to process improvement and team capability building. Success in this position depends on balancing customer relationships with firm collection discipline, meeting daily and month-end deadlines, and maintaining high-quality records and controls.

This position reports directly to the Collections Manager.

What You'll Be Do

• Manage an assigned portfolio of customer accounts across aging buckets, with clear prioritization of high-value, high-risk, and long-outstanding items.
• Contact customers through professional email and phone follow-up to secure payment commitments, understand non-payment reasons, and drive timely resolution.
• Analyze aging reports, account statements, invoices, credits, payment history, dispute status, and collection notes to determine the appropriate next action.
• Maintain accurate and timely collection notes, next-contact dates, promise-to-pay commitments, dispute details, customer contacts, and escalation status in the collection system.
• Monitor promises to pay and payment plans, follow up on missed commitments, and escalate exceptions in line with the approved governance and escalation matrix.
• Investigate billing, contract, tax, credit, cash application, or service-related issues by coordinating with Sales, Billing, Accounting, Cash Application, and other internal teams.
• Drive timely resolution of disputes and deductions by establishing ownership, tracking actions, obtaining supporting documentation, and preventing items from remaining unresolved.
• Identify and resolve open credits, unapplied cash, duplicate payments, refunds, withholding-tax items, and other account hygiene issues that delay collection or distort the customer balance.
• Prepare and support customer account reconciliations, statement reviews, balance confirmations, and documentation required for payment processing.
• Escalate delinquent or non-responsive accounts promptly, including recommendations for service action, payment plans, settlement review, write-off, or external recovery placement where applicable.
• Respond to customer and stakeholder correspondence within agreed service levels, ensuring communications are clear, accurate, and professionally documented.
• Support month-end activities, management reporting, audit requests, and control evidence related to collections and accounts receivable.
• Perform portfolio reviews and provide concise updates on overdue exposure, key risks, payment commitments, disputes, and required stakeholder actions.
• Create or maintain process documentation, standard operating procedures, desk guides, and training material; share knowledge and support cross-training within the team.

Required Skills

• 3-5 years of experience in B2B collections, accounts receivable, or a related Order to Cash role, with experience independently managing a customer portfolio.
• Good understanding of the end-to-end O2C lifecycle, including billing, collections, cash application, disputes, credits/refunds, account reconciliation, and month-end activities.
• Strong collection judgment with the ability to assess account risk, prioritize actions, negotiate commitments, and escalate appropriately.
• Excellent written and verbal communication skills, including confidence in customer calls and stakeholder discussions.
• Strong analytical and problem-solving capability, with attention to detail and the ability to interpret aging and account-level data.
• Ability to manage multiple priorities, work to daily deadlines, and operate independently in a global or remotely managed environment.
• Proficiency in Microsoft Excel, Outlook, and other Microsoft Office applications; experience with ERP and collection workflow tools is preferred.
• Customer-service mindset combined with professional assertiveness, accountability, and a results-oriented approach.
• Experience with ERP or O2C platforms such as Workday, Salesforce, HighRadius.
• Bachelor s degree in finance, Accounting, Business, or a related discipline is preferred; equivalent relevant experience may be considered.

Eligibility Criteria

• Current Management level should be "65 Associate /60 Senior Associate"
• Minimum current designation tenure at FactSet should be more than 18 months.
• Should not be promoted within the last 6 months.
• Minimum Rating should be "Achieved Goals" /"Exceeding goals"/ "Performed Exceptionally" in last H1 and H2 or quarterly ratings(whichever is applicable)
• Should not be in PIP in the last 3 quarters

Preferred Capabilities

• Experience supporting global or multi-region customer portfolios and working across time zones.
• Exposure to dunning workflows, payment plans, settlements, recovery agency placements, write-offs, and account-risk escalation.
• Working knowledge of key collections metrics, including DSO, past-due percentage, aging movement, collection effectiveness, and promise-to-pay performance.
• Experience in process improvement, reporting, training, knowledge sharing, user acceptance testing, or finance transformation initiatives.