Deloitte CE

• 2–4 years of experience in finance customer service, or a related field; experience in collections, accounts receivable, or order-to-cash processes is preferred.

• Understanding of collections’ impact on cash flow, AR aging, allowances/reserves, write-offs, and close ourcomes.

• Strong analytical and problem-solving skills with the ability to identify delinquency drivers, prioritize accounts effectively, and resolve complex payment issues.

• Proficiency in ERP/AR systems (e.g., SAP, Oracle, NetSuite) and strong Microsoft Excel skills.

• Ability to work independently, manage escalations, and recommend actions aligned with company policies and approval frameworks.

• Excellent verbal and written communication skills with the ability to negotiate professionally and collaborate with cross-functional teams.

• Proficiency in English (C1) and French (C1) is required to support our global customer base.

Key Responsibilities:

• Portfolio Ownership (Complexity & Impact): Independently manage a portfolio of moderately complex, higher-risk accounts (e.g., high-dollar balances, chronic late payers, multi-location customers, complex terms) to drive timely payment.
• Advanced Collections Strategy: Develop account-level collection strategies, including call cadence, prioritization, promise-to-pay management, and escalation thresholds, aligned with company policy and customer behavior.
• Exception & Root Cause Resolution: Investigate drivers of delinquency such as billing errors, pricing/contract misalignment, missing proof of delivery, master data issues, unapplied cash, and dispute volume. Coordinate corrective actions to enable timely payment.
• Escalation Management: Serve as an escalation point for analysts, leading moderately complex customer negotiations and internal alignment to remove payment blockers.
• Payment Plans & Negotiation: Define and manage payment plans, negotiate resolution paths, and secure commitments while balancing customer relationship health and financial risk.
• Cross-Functional Collaboration: Partner with Billing, Disputes, Cash Application, Sales, Customer Service, and Operations to resolve blockers and reduce repeat delinquency.
• Documentation & Compliance: Maintain accurate records of contacts, commitments, and outcomes, ensuring all collections activities adhere to policies and applicable regulations.
• Reporting & Insights: Track and report portfolio KPIs, including aging, delinquency, promise-to-pay attainment, DSO drivers, and dispute blockers, and provide actionable recommendations to leadership.
• Mentorship & Enablement: Coach analysts on best practices, including call/email effectiveness, negotiation, documentation, and prioritization, and contribute to playbooks and standard work.