Role Summary
Serves as the primary point of resolution for credit hold cases within the Order-to-Cash Resolution (OTC-R) organization. Responsible for assembling account exposure details, aging, and payment history; reconciling invoices and unapplied cash; and determining whether holds can be released within established credit policy guidelines. Performs targeted outreach to customers and commercial stakeholders for payment confirmation or required documentation. Requires foundational credit knowledge, sound judgment, and professional communication skills to balance revenue enablement with financial risk controls.
Key Responsibilities
Credit Hold Case Management
- Pull credit hold details and account data from ERP systems.
- Review account exposure, aging, unapplied cash, and payment history.
- Compare invoices, payments, and credit indicators to determine release eligibility.
- Release holds within delegated authority when policy criteria are met.
Risk Assessment & Policy Application
- Interpret account history and payment activity to assess financial risk indicators.
- Apply credit policy guidelines consistently and document rationale for decisions.
- Identify patterns of late payment, disputes, or exposure concerns and flag risks to leadership.
- Escalate high-risk or policy-exception cases appropriately.
Customer & Commercial Communication
- Contact customers for remittance details, documentation, or clarification on payment timing.
- Communicate hold status and release decisions clearly to Sales and Order Management stakeholders.
- Select appropriate outreach approach for time-sensitive or sensitive cases.
- Support revenue continuity while maintaining policy compliance.
Documentation & Continuous Improvement
- Maintain accurate case records for audit and trending purposes.
- Ensure system updates are completed promptly following hold decisions.
- Identify recurring hold triggers and recommend upstream improvements.
- Participate in ongoing learning related to credit mechanics and risk indicators.
Key Executive Partners
- Sales (Field Representatives, Order Managers, OTC Leads)
- Customer Service
- Finance / AR / Billing
- Digital / IT (SAP, ServiceNow)
- Customer Master Data
Key Metrics
- First-Level Hold Resolution Rate
- Average Time to Clear Holds
- SLA Adherence (% Resolved Within Target Window)
- Escalation Rate
- Customer Satisfaction
- Review and Reaction Time to New Holds
Expected Time Allocation
- Issue Management – 60%
- Cross-Functional Collaboration – 20%
- Learning & Documentation – 20%
Qualifications
- Bachelor’s degree in Business, Finance, Accounting, or related field preferred.
- 1–3 years of experience in Order to Cash, Credit, Accounts Receivable, or related operational role.
- Foundational understanding of credit policy, account aging, payment application, and exposure indicators.
- Experience working in ERP systems (e.g., SAP) and case management platforms (e.g., ServiceNow).
- Ability to interpret financial data and apply policy-based decisions.
- Strong written and verbal communication skills.
- Ability to operate in a customer-facing capacity.
