Job Description

• Take action to collect and resolve outstanding, past due balances
• Manage a portfolio of accounts including delinquency, disputes, invoicing revisions, escalations
• Recognize deteriorating credit situations; recommend and implement solutions
• Primary KPI's: AR >60 days late, AR>360 days late, On-Account cash and daily account touch volume
• Ability to handle a portfolio of more than 1500 open balance customer accounts
• Ability and willingness to work flexible hours


Job Responsibilities:

• Senior Collector will manage a portfolio of significant UL Solutions customer accounts
• Consistently engage with assigned Americas & EMEA customers, via telephone and other forms of communication, to ensure the timely payment of invoices and assist with overcoming any reason for delayed payment the client may express
• Facilitating response to customer billing related inquiries, or coordinating w/ other teams as necessary
• Understand Order documents/Purchase Order/Quote
• Analyze accounts and service types procured to determine the most effective collection strategy
• Identify the ideal customer point of contact for each circumstance
• Record internal and external communications, root cause for delayed payment, next steps and timeline, plus any other relevant notes in the collection software
• Keep track of payment due dates, commitments, and send reminders
• Develop and implement effective debt collection strategies tailored to each case's unique circumstances
• Provide correspondence and supporting documentation in a fast paced, goal-oriented collections team in a timely manner, upon request
• Make phone calls on outstanding accounts; deliver exceptional customer experience in all interactions through inbound and outbound communications
• Negotiate payment arrangements, when necessary, to ensure UL is paid as quickly and efficiently as possible while considering customer circumstances when feasible
• Hold customers and internal teams accountable to contractual terms, UL policies, and accuracy
• Collaborate with internal teams to resolve customer objections or disputes which are impacting the ability to collect receivables
• Assess and make timely recommendations for bad debt write off and third-party collection agency placement; submit requisite paperwork in an organized, complete manner
• Ensure policies, procedures, and internal controls are always followed, in compliance with internal and external audit and functional initiatives
• Work independently with minimal supervision
• Monitor and track progress on cases received through our CRM Salesforce Service Cloud and ensure acceptable service level response times
• Meet tight deadlines with focus on quality, results, and timely delivery.
• Candidate will need to stretch during peak/critical service delivery periods, and may expect to work up to 10 hours overtime weekly
• Responsible to act as a SME for the Collections function; accountable for training and mentoring new joiners
• Complete scheduled and ad-hoc reporting as per management instruction
Support Manager/Supervisor/Lead to drive performance of the team and deliver results
•

Core Competencies:

• The ideal candidate must possess strong critical thinking, stellar communication skills, and will be a quick learner
• Work independently with minimal supervision, and extend support in assisting Collectors to upskill themselves by sharing best practices
• Critical thinker with a risk-based approach and strong problem-solving skills
• Proficiency in English business communications, both written and verbal
• Team player who is dedicated to quality and continuous improvement
• Maintain productivity at or above the given targets
• Knowledge of Six Sigma concepts for continuous improvement
• Adapt to high volume customer communications while maintaining best in class KPI's
• Collaborate with coworkers, exhibit strong interpersonal skills


• Bachelor's degree in accounting or finance, or relative area of study, with 3+ years of experience in Business-to-Business Collections
• Excellent communication skills - both verbal and written; Writes concisely, informatively
• Ability to build relationships, with customers, and across internal teams
• Demonstrate experience in overcoming customer objections to pay
• Ability to perform duties independently
• Fluent user of Microsoft applications
• Intermediate Excel skills
• Experience with Oracle R12 ERP is a plus
• Experience in Collections Management software (CFORIA) is a plus
• Experience with Salesforce.com and/or Salesforce Service Cloud is a plus


A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.