Collections Analyst

The Accounts Receivable Collections Analyst is part of a team of highly motivated, customer-oriented individuals seeking to deliver exceptional experiences to our customers and drive performance of the organization. The Collections Analyst is responsible for managing a high-volume portfolio of customer accounts to ensure timely payment of invoices and minimize bad debt exposure. This role focuses on proactive collections, dispute resolution, and account analysis. The analyst will partner closely with sales, customer service, and operations teams to resolve issues and maintain strong customer relationships while driving cash flow performance. (This is meant to be a guide. Duties may vary dependent upon management.)

Essential Position Functions:

Collections & Account Management

• Coordinate with the AR Manager to lead collection efforts, including customer outreach and escalation handling
• Execute proactive collection strategies to reduce past-due balances and improve cash flow
• Contact customers via phone, email, and portals to secure payment and resolve delinquencies
• Monitor AR aging and prioritize collection efforts based on risk and exposure
• Coordinate with external collection support partners to improve late collections
• Coordinate, facilitate and troubleshoot multiple customer portals

Account Analysis and Support

• Identify trends in payment behavior and escalate high-risk accounts
• Recommend credit holds or adjustments in partnership with the Credit and Finance teams
• Research unapplied cash, short payments, and deductions and partner with Accounts Receivable team members to ensure accurate and timely posting of payments
• Assist in resolving payment discrepancies and misapplied funds
• Maintain detailed collection notes and account status updates
• Ensure month end review is completed so all accounts are held to the highest standards of accuracy

Dispute Resolution

• Investigate and resolve invoice disputes related to pricing, shortages, damages, or delivery issues
• Collaborate with internal teams (Sales, Customer Service, Operations) to validate and resolve discrepancies
• Track and document disputes to ensure timely resolution and prevent recurrence

Process Improvement & Compliance

• Meet or exceed established KPIs, including DSO reduction and past-due targets
• Identify inefficiencies in collections and dispute workflows and recommend improvements
• Maintain strong internal controls over receivables processes and ensure compliance with company policies

Other duties as assigned

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Education and/or Experience:

• Associates or BS in Accounting or Finance is preferred
• Minimum of 5+ years in accounts receivable, billing, or collections
• Experience in a high-volume distribution business strongly preferred
• Strong knowledge of AR processes, collections practices, and deduction management
• Experience using ERP accounting platforms (Infor M3, SAP, Sage, Syspro)
• Experience using AR automation platforms such as BillTrust
• Working knowledge of EDI and customer billing portals
• Excellent analytical skills
• Proven attention to detail
• Working knowledge of accounting standards
• High proficiency with Microsoft Excel
• Ability to multitask and prioritize workload
• Must have intermediate Microsoft Office (Word, Excel, Outlook) skills
• Must be able to efficiently use a Windows-based computer
• Ability to prioritize and complete assignments accurately and in a timely manner
• Able to effectively handle multiple priorities with a strong attention to detail in a fast-paced environment
• Strong interpersonal, organizational, oral and written communications skills
• Must be able to read and communicate in English, for safe and effective performance of the job and business operations
• Must be able to work independently, and with a team
• Must be able to pass a drug screen and criminal background check

Work Environment:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

• Regularly required to walk and stand continuously for long periods of time.
• Talk or hear, both in person and by telephone.
• Reach with hands and arms.
• Specific vision requirements include close vision, distance vision and the ability to adjust focus.
• Lift up to 25 lbs.

Mental Demands

• Regularly required to use written and oral communication skills.
• Will interact regularly with managers and staff.
• Must be able to work independently with little supervision.

Work Environment

• Employee works under typical office conditions, and the noise level is usually quiet.

Mac Papers + Packaging is an equal opportunity employer and makes employment decisions without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other protected category.