Job Summary
The Credit & Collections Manager is responsible for managing a complex portfolio of strategic business-to-business customer accounts while balancing risk mitigation, cash flow optimization, and superior customer experience. This role serves as a senior-level credit professional responsible for advanced financial analysis, commercial credit decisioning, collections strategy execution, dispute resolution, portfolio performance management, and cross-functional leadership.
Key Tasks & Responsibilities (Essential Functions)
- Lead, coach, and develop a team of Credit Analysts and Collectors to achieve departmental goals related to DSO, delinquency, bad debt, dispute resolution, and customer experience while promoting accountability and continuous improvement.
- Manage a portfolio of strategic and complex B2B customer accounts while balancing customer relationships, risk mitigation, and cash flow objectives.
- Evaluate customer creditworthiness through financial analysis, payment trends, credit reports, and risk assessments to establish and maintain appropriate credit limits.
- Execute collection strategies to reduce delinquency, improve DSO, minimize bad debt exposure, and resolve complex disputes, deductions, and billing discrepancies.
- Monitor portfolio performance including aging, customer exposure, hold activity, dispute trends, and collection metrics; provide reporting and actionable recommendations to leadership.
- Partner cross-functionally with Sales, Customer Service, Billing, Cash Applications, Accounting, Treasury, Operations, and Legal teams to resolve issues, support business growth, and improve the customer experience.
- Serve as an escalation point for high-risk or sensitive customer situations and negotiate payment solutions, credit actions, and account resolutions.
- Identify and drive process improvements, automation opportunities, standard work enhancements, and operational excellence initiatives across the Order-to-Cash process.
- Support forecasting, bad debt reserve analysis, portfolio reviews, and continuous improvement initiatives while ensuring compliance with company policies and SOX controls.
Skills and Minimum Experience Required
- Minimum 5+ years of commercial credit and collections experience managing complex B2B portfolios.
- Strong knowledge of commercial credit risk assessment and collections strategies.
- Strong experience with ERP systems, reporting tools, customer portals, and Microsoft Excel.
- Excellent communication, negotiation, organizational, and analytical skills.
- Ability to work effectively within a matrixed organization and manage multiple priorities in a fast-paced environment.
Preferred Skills and Experience
- Bachelor’s degree in Accounting, Finance, Business, or a related field.
- NACM certification or advanced credit training is strongly preferred.
- Experience with Microsoft Dynamics and Oracle ERP platforms.
- Bilingual (French/English or Spanish/English) communication skills.
