Collections Resolution Analyst

The Collections Resolution Analyst will solve common and complex business issues within established guidelines and recommends appropriate alternatives for the Latin America region.

Works on problems of diverse complexity and scope.

May act as a team or project leader providing direction to team activities and facilitating information validation and team decision-making process. Exercises independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations.

• →Leads the resolution of disputes with internal partners, ensuring effective communication and resolution.
• →Analyzes and researches customer's receivables account delinquency and determines the type of communication method to facilitate payment.
• →Resolves disputes related to customer payment on delinquent accounts and negotiates and ensures payment from customers.
• →Recognizes trends for non-payment and resolves the issues by engaging internal partners at all levels.
• →Initiates the dispute resolution process with internal partners and follows the issue to ensure resolution.
• →Analyzes at-risk customers and partners and recommends account strategies to prevent delinquencies.
• →Reviews and improves processes, providing proactive analysis to enhance team activities and tool usage.
• →Conducts proactive research to identify opportunities for reducing manual work and improving overall efficiency in collections and dispute resolution processes.
• →Conducts regular trainings and provides ongoing training for new and existing team members.

• First level university degree with a focus in Finance or Economics. MBA preferred.
• Typically 3-5 years of experience in Credit & Collections, internally.
• Experience in handling a Latin America portfolio, preferred.
• Automation skills and knowledge, required.

• Strong written and verbal communication, negotiation, and conflict resolution skills.
• Excellent problem-solving and analytical skills.
• Proficiency in computer and technical skills: copilot, power queries, and intermediates-advanced excel.
• Strong prioritization and adaptability skills.
• Solid understanding of risk mitigation tools.
• Advanced relationship-building and leadership skills.
• Comprehensive understanding of collection processes, financial principles, and channel partners.
• Advanced understanding of dispute management processes.
• Strong understanding of customers' internal payment processes and financial concepts.
• Data-driven decision-making abilities.
• Continuous improvement mindset and change management skills.
• Ability to conduct trainings and lead process improvement initiatives.
• Experience with developing and implementing best practices in collections and dispute resolution.

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