The Accounts Receivable Collections Analyst plays a critical revenue-protection role, ensuring that services delivered convert into timely, predictable cash while preserving long-term client relationships.
This role directly impacts:
- Cash flow predictability
- Days Sales Outstanding (DSO)
- Client retention
- Risk exposure from aging receivables
A successful Collections Analyst operates in a high-accountability, KPI-driven environment, balancing professionalism with firm enforcement of contractual payment terms.The Accounts Receivable Collections Analyst manages an assigned past-due book of business and executes Meriplex’s structured, campaign-based collections strategy to drive timely cash recovery while maintaining strong client relationships. This role works assigned accounts through a call queue and auto-dialer, secures payments, identifies and documents invoice-level disputes, and enforces payment of all undisputed balances in accordance with contractual terms.The Analyst partners closely with Client Experience, Account Management, Operations, and Finance to resolve disputes, escalate delinquency appropriately, and reduce overall AR aging.
Success is measured through defined KPIs, including collection effectiveness, promise-to-pay performance, and reduction of past-due balances within the assigned portfolio.
Core Responsibilities:
Assigned Portfolio & Campaign-Based Collections Execution
Manage an assigned past-due book of business and execute Meriplex’s campaign-based collections strategy by working accounts through automated call queues segmented by aging (30/60/90/120+ days). Maintain clear ownership of assigned accounts by driving consistent outreach, securing payment commitments, documenting outcomes, and ensuring every account has a defined next action to reduce aging and improve cash recovery.
Professional Client Engagement & Call Model Adherence
- Conduct all client interactions using Meriplex’s standardized collections call model
- Maintain a professional, solutions-oriented, and customer-focused approach
- Clearly communicate account status, expectations, and next steps
- Secure payment commitments on every right-party contact
Invoice-Level Dispute Identification & Isolation
- Identify disputes at the invoice and line-item level
- Document dispute reasons clearly and accurately
- Route disputes promptly to Client Experience or Account Management
- Track dispute status and follow up per defined SLAs
Collections Analysts do not resolve disputes - they manage them.
Undisputed Balance Enforcement
- Enforce contractual terms requiring payment of all undisputed balances
- Request payment of undisputed amounts on every applicable call
- Secure full payment, partial payment, or date-certain promise to pay
- Clearly communicate escalation paths when commitments are not met
Payment Commitments & Follow-Through
- Secure and document:
- Immediate payments
- Promise-to-pay agreements (date + amount)
- Approved payment arrangements
- Monitor commitments and re-engage promptly when missed
- Escalate accounts according to policy, not discretion
Documentation & System Accuracy
- Maintain accurate, real-time notes in ConnectWise & NetSuite and related systems
- Assign required call dispositions and statuses
- Ensure account records support reporting, escalation, and leadership visibility
KPI & Performance Accountability
- Meet or exceed individual performance metrics, including:
- Daily call activity targets
- Right-party contact rates
- Promise-to-pay kept rate
- Dollars collected
- Aging reduction
- Participate in coaching and performance reviews
- Actively improve performance based on feedback and data
Cross-Functional Collaboration
- Partner effectively with:
- Client Experience (dispute resolution)
- Account Management (relationship alignment)
- Operations (escalation & suspension coordination)
- Finance leadership (reporting and risk visibility)
- Communicate issues early to prevent surprises
Knowledge, Skills, Abilities & Behaviors
Required Skills & Knowledge
- Strong B2B collections experience in a structured environment
- Experience working in call queues or high-volume outbound environments
- Working knowledge of ERP systems (NetSuite & ConnectWise preferred)
- Understanding of contract-based billing and recurring services
- Knowledge of applicable state and federal collection regulations
Behavioral Competencies
- Professional, calm, and confident communicator
- Able to de-escalate client conversations, manage tense or difficult payment discussions, and maintain control of the interaction while preserving the client relationship
- Comfortable enforcing payment terms without damaging long-term relationships
- Outcome-driven with strong follow-through and accountability
- Detail-oriented with strong documentation discipline
- Able to operate effectively in a KPI-driven, performance-managed environment
- Adaptable to process changes, automation, and evolving collections strategies
Education & Experience
- 5+ years of B2B collections experience required
- Experience in MSP, telecommunications, SaaS, or recurring-revenue environments strongly preferred
