Senior Collections Analyst

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

We are seeking a highly motivated and experienced Senior Collections Analyst to oversee a global portfolio of accounts and drive best-in-class collections and credit practices. The ideal candidate will have a strong background in collections, credit review and approvals, customer portals (Coupa, Ariba), and ERP systems such as Zuora, Salesforce, and NetSuite. This role requires a proactive, analytical professional with excellent communication skills, global client experience, and the ability to collaborate effectively across departments.

In this role you will need to: 

• Efficiently Interact with Global clients to collect balances on invoices. In depth knowledge of customer account aging analysis, credit and debit clearance, adherence to collection protocols needed. Maintain the account status as “standard” and resolve all disputes.
• Timely collect cash of customer accounts, assess credit worthiness, minimize bad debts and ensure contract compliance and/or recommend legal action.
• Manage the entire portfolio of accounts including delinquency, write-offs, credit memos, and additional interest. Conducts pre-sale credit risk evaluation, prepares recommendations, and makes credit approval recommendations on new accounts.
• Have good Understanding of Order documents/Purchase Order/ Quote and credit hold policy. Work with cross functions – Sales, Sales ops, tax, cash apps, legal, billing, OM.
• Identify the right Point of Contact to secure payments. Knowledge of escalation methodology, maintaining healthy business relationships with customers.
• Prepare reports and perform due diligence before performing any collection actions
• Team player who is dedicated to quality with continuous improvement target driven objectives. Knowledge of dunning procedures and collection tools and techniques.
• To be a competent and successful forerunner in this competitive environment - achieved through involvement, perseverance and commitment.
• Knowledge of SOX audits, collections reports, participation in projects and process improvements.

Key Responsibilities:

• Manage a global portfolio of customer accounts, ensuring timely collection of outstanding receivables.
• Adhere to and enforce established collections processes and procedures while proactively improving strategies and outcomes.
• Conduct credit reviews.
• Utilize and maintain data in systems including Zuora, Salesforce, and NetSuite for collections tracking, reporting, and analysis.
• Navigate and resolve collection issues through customer portals such as Coupa, Ariba, SAP, and Taulia.  Have experience of uploading invoices into customer portals.
• Maintain accurate and up-to-date records of collection efforts, account statuses, and customer communications.
• Collaborate cross-functionally with Sales, Customer Success, Finance, and external points of contact to resolve disputes, billing issues, and promote timely payments.
• Provide detailed portfolio reporting and insights using Google Workspace, Microsoft Office, and internal databases.
• Act as a team player, supporting colleagues and contributing to a positive, collaborative work environment.
• Proactively identify risks and implement solutions to reduce DSO and bad debt exposure.
• Maintain a strong customer-focused approach while driving results and meeting collection KPIs.

Your qualifications are: 

• Commerce / Management graduate or equivalent with 6 plus years of experience in same role or in Accounting/Finance
• Excellent verbal and written communication skills, with a professional and diplomatic approach to client interactions. (written and oral)
• Knowledge of billing procedures and collection techniques
• Strong analytical, organizational, and problem-solving skills; ability to work independently and make data-driven decisions
• Team-oriented, proactive, and able to take initiative to drive continuous process improvements
• Proficiency in Google Workspace (Sheets, Docs, Gmail) and Microsoft Office Suite (Excel, Word, Outlook). Experience in global account management and navigating international invoice and payment requirements
• SAP Knowledge. Systems – Zuora, SFDC, CRM, NetSuite
• Strong working knowledge of customer portals – Coupa, Ariba

Preferred Qualifications: 

• Experience with SaaS billing models or subscription-based revenue environments.
• Background working in high-growth, fast-paced organizations with a global footprint
• Knowledge of cash application, billing, or order-to-cash processes is a plus. 

Benefits: 

• Health: Medical, Dental and Vision
• Time away: vacation and holidays
• Development: Generous tuition reimbursement and access to internal professional development resources.
• Equal opportunity employer

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson:

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

***The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information.  This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.

Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address.

LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information. 

If you have any questions and or concerns, please feel free to contact recruiting-lp@liveperson.com