Credit & Collections Analyst

Location: Salt Lake City, UT (office based, hybrid work schedule)

• ​Enter adjustments on customer accounts specific to write-offs, settlement arrangements, and bankruptcy claims.
• Process one-time payments on customer accounts.
• Add reactivation fees, bill reprint fees, and collection fee charges on customer accounts.
• Monitor and manage charge back notices, returned check payments, and declined credit card payments.
• Deactivate delinquent accounts to minimize exposure and potential losses.
• Review orders for new and existing customers to assign the appropriate credit terms and credit classifications.

• ​Conduct business to business commercial collections in adherence to the FDCPA (Fair Debt and Collections Practices Act) and internal credit and collections policies.
• Responsible to work from manual lists, make and take outbound and inbound calls, and engage in clear and concise collections correspondence by email.
• Handle disputes and escalations via professional communication with internal departments, and negotiate payment arrangements and settlements. Work with customers in bankruptcy and probate.
• Collect off-service, severely past due customers by negotiating payment plans or settlements. Will take ownership of these accounts throughout the collections process or placement with a 3rd party agency.
• Process payments via credit card and check by phone. Follow up calls on return payments; credit card declines, NSF check returns, credit card charge-backs.
• Provide ample follow-up for continued collection efforts, payment arrangements and other agreements made with customers.
• Review and release pending orders for new services from existing customers.
• Monitor D&B credit alerts that flag for existing customers and analyze financial risk factors.
• Evaluate the creditworthiness of existing customers to identify adjustments in credit limits and credit classifications.
• Follow the company Code of Ethics and NICE CXone policies and procedures at all times.
• Communicate in an effective and professional way with customers within and outside of NICE CXone.

• ​High School diploma is required. Associate Degree or some College is preferred.​

• ​2-3 years of B2B collections. Proficient with Windows PC environment, Excel, and experience with MS Office products.​

• ​High risk collections, customer service, experience with Dun & Bradstreet.​