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Job Description
NuCO2 is the nation's leading provider of certified beverage grade carbon dioxide and draught beer grade nitrogen, providing continuous service to more than 150,000 customer locations and carbonating millions of beverages every day. The responsibility of the Senior Collections Analyst is to provide guidance and support to the Collections Dept.
ESSENTIAL RESPONSIBILITIES AND COMPETENCIES
Provide day-to-day guidance and support to collection analysts to ensure workload is effectively managed and targets are achieved Act as the first point of escalation for complex customer accounts and disputes Monitor team performance against KPIs, including collections targets, call activity, aging, and DSO metrics Assist management with workload distribution, queue prioritization, and process adherence Promote a culture of accountability, collaboration, and continuous improvement Lead onboarding and training for new hires, ensuring readiness in systems, processes, and customer communication Develop and deliver ongoing training programs (monthly/quarterly) to enhance technical and soft skills Identify skill gaps and partner with leadership to implement targeted development plans Maintain and update training materials, SOPs, and job aids Manage a portfolio of complex or high-risk accounts, including strategic and escalated customers Support resolution of disputes and ensure timely follow-up to drive account resolution Support leadership with ad hoc reporting and performance analysis Partner with Billing, Cash Applications, Sales, and Customer Service to resolve account issues quickly Serve as a liaison to ensure consistent communication and alignment across departments. Support implementation of process improvements and system enhancements
QUALIFICATIONS
Strong problem solving, analytical, planning and organizational skills. Must work well under pressure, ability to multi- task, and work in team environment. Ability to prioritize and respond to interruptions and unexpected situations with a clear head. Ability to work independently. Ability to train employees Willingness and ability to research issues as needed. Must be proficient in JD Edwards, Outlook, and MS Excel. Communicate effectively and professionally with internal and external customers at all organizational levels. Ability to comprehend instructions, correspondence, and memos in written or oral form. Ability to write correspondence. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
EDUCATION AND TRAINING
Bachelor's degree in business, Finance, Accounting, or related field preferred
EXPERIENCE
A minimum of two years in a leadership or training role. A minimum of 5 years' collection experience. Experience in high-volume, B2B collections environment preferred
INTERACTION
This position will interact with all levels of the organization as well as external customers. Lead the regional collections efforts Provide agency recommendation for uncollectable accounts Provide daily and monthly KPI metrics to improve productivity. Lead the training of new hires and existing employees Develop the team through mentoring and coaching Develop quarterly training sessions Assist with the escalation of Managed Strategic accounts Utilizes a wide variety of financial analysis tools to examine customers for potential risk via their liquidity, leverage ratios and forecasting trends, and calculate creditworthiness for customers. Evaluates customer records and recommends that accounts be closed, or collection attempted, based on earnings and savings data, payment history, and purchase activity of customer. Prepares reports on current findings and action taken for all accounts under investigation. Assists in the recommendation of policies to upper management. Contact telephone to collect past due invoice's, verify accuracy of charges, or to correct errors on accounts. Strong problem solving, analytical, planning and organizational skills. Must work well under pressure, ability to multi- task, and work in team environment. Ability to prioritize and respond to interruptions and unexpected situations with a clear head. Ability to work independently. Must be proficient in JDE, Insight, Outlook, and MS Excel. Excellent communication with all levels of internal and external customers. Ability to add, subtracts, multiply, and divides in all units of measure, using whole numbers, common fractions, and decimals. In exchange for your contributions to the organization, Nuco2 provides employees with a full benefit package to include medical, dental, vision and prescription, matching 401K savings, paid time off, tuition reimbursement, and much more.
