Credit & Collection Analyst

JOB DESCRIPTION

The Credit & Collections Analyst is responsible for independently managing high-volume customer portfolios, overseeing end-to-end collection activities, assessing credit risk, resolving disputes, negotiating payment arrangements, and ensuring timely payments while minimizing delinquency and bad debt exposure. This role requires a results-driven professional with strong analytical, communication, decision-making, and problem-solving skills, a process-oriented mindset, and the ability to manage complex accounts with minimal supervision while collaborating effectively with customers and cross-functional teams.

Responsibilities

• Independently manage an assigned high-volume customer portfolio and serve as the primary point of contact for collection-related activities.
• Execute the full end-to-end collections process, including account monitoring, customer follow-ups, collection calls, payment negotiations, dispute resolution, escalations, and delinquency management.
• Perform collection activities to recover delinquent payments through phone calls, emails, dunning letters, and coordination with internal stakeholders, including Sales, Account Managers, Customer Service, and Finance teams.
• Maintain direct communication with customers regarding outstanding invoices, payment commitments, payment delays, disputes, credit holds, and other account-related concerns.
• Investigate, manage, and resolve customer inquiries, financial disputes, and deductions, including issues related to pricing, volume, freight, short payments, promotions, and account discrepancies.
• Partner with customers and internal teams to resolve disputes, conduct root cause analysis, and identify recurring issues and customer payment patterns to drive long-term solutions.
• Evaluate customer payment behavior, payment trends, creditworthiness, and account risk to support collection strategies and credit-related decisions.
• Independently make day-to-day decisions regarding collection actions, payment arrangements, dispute escalations, and account risk management.
• Demonstrate a strong process-oriented mindset by identifying inefficiencies, standardizing workflows, improving collection procedures, and supporting operational excellence.
• Document and maintain accurate collection notes, payment commitments, dispute resolutions, and collection activities in company systems.
• Build and maintain professional customer relationships while balancing effective collections, customer service, and risk mitigation.
• Monitor portfolio performance, identify potential credit risks, recommend corrective actions, and minimize delinquency and bad debt exposure.
• Take full ownership of assigned accounts, proactively identifying issues and implementing solutions without requiring constant supervision.
• Continuously identify and implement opportunities to improve collection processes, portfolio performance, and overall credit management effectiveness.
• Partner with local and global leadership teams to establish operational goals, monitor performance, and support continuous improvement initiatives.
• Demonstrate leadership capabilities by sharing best practices, supporting team collaboration, mentoring colleagues when appropriate, and contributing to process improvement initiatives.

Qualifications

• Bachelor's degree in Business, Finance, Accounting, or a related field, or equivalent combination of education and experience.
• 3+ years of experience in Credit & Collections is required
• Excellent English communication skills (B2+ or higher), with the ability to effectively collaborate across functions, regions, and organizational levels.
• Proven experience managing the full end-to-end collections cycle, including customer account management, collection calls, payment negotiations, dispute resolution, delinquency management, and credit risk assessment.
• Strong knowledge of collections processes, accounts receivable management, credit risk assessment, dispute resolution, and customer payment behavior.
• Proven ability to independently manage customer portfolios, make credit-related decisions, solve complex account issues, and prioritize multiple responsibilities with minimal supervision.
• Demonstrated process-oriented mindset, with experience identifying process gaps, improving workflows, implementing best practices, and supporting continuous improvement initiatives.
• Experience conducting collection calls, negotiating payment arrangements, and managing high-volume customer interactions.
• Strong analytical, problem-solving, and decision-making skills, with sound business judgment and accountability.
• Experience working in shared services, global business services, multinational organizations, or similar complex business environments is preferred.
• Experience supporting large corporate customers is highly desirable.
• Previous experience in team leadership, mentoring, coaching, process ownership, or leading improvement initiatives is considered a plus

Skills

• Demonstrated employment stability and long-term commitment
• Strong knowledge of Credit & Collections processes, including end-to-end collections management, delinquency management, collection strategies, and accounts receivable analysis.
• Excellent verbal and written communication skills, with the ability to effectively interact with customers, leadership, and cross-functional teams.
• Strong customer service orientation, balancing relationship management with collection objectives and financial results.
• Ability to handle challenging customer conversations, negotiate payment solutions, and maintain long-term business relationships.
• Proven analytical and problem-solving skills, including the ability to assess past-due accounts, identify risks, and determine appropriate collection actions.
• Strong process-oriented mindset, with the ability to identify operational inefficiencies, improve workflows, and promote standardized collection practices.
• High level of independence, self-direction, and accountability, with the ability to manage complex portfolios and make sound decisions without constant supervision.
• Strong collaboration skills with the ability to work effectively across departments and with internal and external stakeholders.
• Demonstrates ownership, accountability, and proactive communication in managing customer accounts and resolving issues.
• Leadership potential, including the ability to influence others, share knowledge, support colleagues, and contribute to team performance and continuous improvement.
• Proficiency in Microsoft Office Suite and ERP/financial systems such as Salesforce, Workday, CORA, or similar platforms.
• Professional presence, sound judgment, and the ability to manage multiple priorities in a fast-paced environment

Benefits

• This is a hybrid position based in Ultra Park II, Lagunilla (Heredia). On-site presence is required only when necessary, such as for meetings, trainings, or collaborative activities, in alignment with the company’s telework agreement, which currently requires employees to work on-site three (3) days per week)
• Private Medical Insurance
• Asociacion Solidarista
• Life Insurance
• Personal Day Off

Note: Only candidates with Costa Rican nationality or valid immigration status will be considered.