The Credit & Collections Analyst is responsible for managing a portfolio of customer accounts, driving collection activities, assessing credit risk, and ensuring timely payment of outstanding balances. Serving as the primary point of contact for payment-related issues, disputes, and account management, this role balances strong customer relationships with effective risk mitigation and cash flow objectives. The ideal candidate has proven experience in Credit & Collections, Accounts Receivable, or Credit Analysis, with the ability to independently manage customer portfolios, make sound credit and collections decisions, negotiate payment arrangements, and resolve complex account issues. Strong analytical, business, and communication skills are essential to collaborate effectively with customers, Sales, Finance, and other internal stakeholders. Candidates should have at least three years of relevant experience, preferably in multinational organizations, shared services environments, or global business services operations, and demonstrate a proactive, customer-focused approach that helps reduce delinquency and bad debt exposure while maintaining long-term customer relationships.
Responsibilities
Manage an assigned customer portfolio and serve as the primary point of contact for collection-related activities.
Perform collection activities to recover delinquent payments through phone calls, emails, dunning letters, and coordination with internal stakeholders, including Sales, Account Managers, Customer Service, and Finance teams.
Maintain direct communication with customers regarding outstanding invoices, payment commitments, payment delays, disputes, credit holds, and other account-related concerns.
Investigate, manage, and resolve customer inquiries, financial disputes, and deductions, including issues related to pricing, volume, freight, short payments, promotions, and account discrepancies.
Partner with customers and internal teams to resolve disputes, conduct root cause analysis, and identify recurring issues and customer payment patterns to drive long-term solutions.
Evaluate customer payment behavior, payment trends, creditworthiness, and account risk to support collection strategies and credit-related decisions.
Make day-to-day decisions regarding collection actions, payment arrangements, dispute escalations, and account risk management.
Document and maintain accurate collection notes, payment commitments, dispute resolutions, and collection activities in company systems.
Build and maintain professional customer relationships while balancing effective collections, customer service, and risk mitigation.
Monitor portfolio performance to identify potential credit risks, recommend corrective actions, and minimize delinquency and bad debt exposure.
Continuously identify and implement opportunities to improve collection processes, portfolio performance, and overall credit management effectiveness.
Partner with local and global leadership teams to establish operational goals, monitor performance, and support continuous improvement initiatives.
Qualifications
Bachelor’s degree in Business, Finance, Accounting, or a related field, or equivalent combination of education and experience.
3+ years of experience in Credit & Collections, Accounts Receivable, Credit Analysis, or related financial operations.
Strong knowledge of collections processes, accounts receivable management, credit risk assessment, dispute resolution, and customer payment behavior.
Proven ability to independently manage customer portfolios, make credit-related decisions, and prioritize multiple responsibilities with minimal supervision.
Experience conducting collection calls, negotiating payment arrangements, and managing high-volume customer interactions.
Excellent English communication skills (B2+ or higher), with the ability to effectively collaborate across functions, regions, and organizational levels.
Strong analytical, problem-solving, and decision-making skills, with sound business judgment and accountability.
Experience working in shared services, global business services, multinational organizations, or similar complex business environments is preferred.
Experience supporting large corporate customers is highly desirable
Skills
Strong knowledge of Credit & Collections processes, including delinquency management, collection strategies, and accounts receivable analysis.
Excellent verbal and written communication skills, with the ability to effectively interact with customers, leadership, and cross-functional teams.
Strong customer service orientation, balancing relationship management with collection objectives and financial results.
Ability to handle challenging customer conversations, negotiate payment solutions, and maintain long-term business relationships.
Proven analytical and problem-solving skills, including the ability to assess past-due accounts, identify risks, and determine appropriate collection actions.
Strong collaboration skills with the ability to work effectively across departments and with internal and external stakeholders.
Demonstrates ownership, accountability, and proactive communication in managing customer accounts and resolving issues.
Proficiency in Microsoft Office Suite and ERP/financial systems such as Salesforce, Workday, CORA, or similar platforms.
Professional presence, sound judgment, and the ability to manage multiple priorities in a fast-paced environment.
Stable employment history demonstrating commitment, career progression, and long-term contribution within organizations.
Benefits:
This is a hybrid position based in Ultra Park II, Lagunilla (Heredia). On-site presence is required only when necessary, such as for meetings, trainings, or collaborative activities, in alignment with the company’s telework agreement, which currently requires employees to work on-site three (3) days per week)
Private Medical Insurance
Asociacion Solidarista
Life Insurance
Personal Day Off
Note: Only candidates with Costa Rican nationality or valid immigration status will be considered; applicants residing outside Costa Rica will not be considered, and relocation is not available
