Telecom Credit Collections Analyst

Location: Charlotte, NC (Hybrid) Schedule:Hybrid schedule: Tuesday, Wednesday, Thursday in-officeMonday and Friday remoteTraining period may require 5 days per week in-officeSchedule assigned upon selectionPosition SummaryThe Credit & Collections Analyst serves as the primary point of contact for credit, collections, customer service, and cash application activities for an assigned portfolio of customers. This role is responsible for managing customer accounts in a professional and customer-focused manner while supporting the organization’s cash collection and Days Sales Outstanding (DSO) goals.This position operates in a high-volume environment and is best suited for candidates with experience in similar fast-paced, complex portfolios. The role focuses heavily on dispute resolution and account research, particularly for Fortune 500 customer accounts, and is not a front-end collections role.The Credit & Collections Analyst reports directly to the Supervisor of Credit and Collections and works closely with cross-functional teams including Treasury, Customer Service, Sales, and Accounting.Key ResponsibilitiesCredit & Collections ManagementManage collection activities for an assigned portfolio, ensuring consistent and timely follow-up on delinquent accounts.Adhere to company policies and standards of responsible collection practices.Proactively identify payment issues and work collaboratively with customers to resolve them.Negotiate payment commitments and effectively address customer objections to secure resolution.Dispute Resolution & Account ResearchHandle dispute resolution for Fortune 500 customer accounts, including investigating and researching claims, deductions, and disputes.Analyze invoice discrepancies, contract terms, pricing, and billing accuracy to determine dispute validity.Partner with internal stakeholders to resolve disputes quickly and accurately.Demonstrate the ability to resolve issues with limited information by taking initiative and conducting thorough research.Customer Service & CommunicationServe as a primary customer contact for credit and collections inquiries.Respond to customer email and phone inquiries within a 24-hour turnaround time.Maintain a professional, positive, and customer-focused demeanor at all times.Clearly communicate issues, root causes, and proposed solutions to both customers and internal teams.Cash Application & ReportingPerform cash application and account adjustments as provided by Treasury backup.Ensure accurate posting and reconciliation of payments and adjustments.Provide daily updates and feedback on unresolved issues and delinquent accounts.Analysis & ProjectsAnalyze customer invoices to confirm compliance with contract terms and conditions.Complete ad hoc projects and reporting requests as assigned by management.Manage competing priorities under tight deadlines in a high-volume environment.Required Knowledge & SkillsStrong understanding of billing, credit, and collections process cycles.Proven experience in dispute resolution for Fortune 500 customer accounts.Excellent written and verbal communication skills.Strong negotiation skills with the ability to gain customer commitment to pay.Ability to work effectively under pressure while multitasking and meeting deadlines.Experience working in a matrix organization and collaborating across departments.High attention to detail with strong analytical and problem-solving abilities.Technical RequirementsIntermediate to Advanced Excel proficiency (Required)Candidates must complete an Advanced Excel AssessmentAssessment must be attached to the candidate profile with the resumeExcel score must be clearly listed at the top of the resumeProficient in Microsoft Office Suite (Excel, Word, Outlook)Experience with Oracle or similar multi-company accounting software preferredExperience & Education3–5 years of collections experience within an accounting or finance environmentStrong preference for candidates with high-volume, complex account portfoliosExperience in a multi-functional role supporting multiple internal stakeholdersHigh-tech or corporate enterprise experience preferredBachelor’s degree in Accounting, Business, or related field preferred (or equivalent experience)