Sr. Collections Specialist

OpenText; Waterloo; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading multinational company in information management is seeking a Sr. Collections Specialist focusing on escalated collection issues. The role requires a strong customer service mindset and extensive experience in collections, with responsibilities including account reconciliations and collaboration with various stakeholders. Ideal candidates should have a proven track record in resolving complex collection issues and fostering a collaborative team environment.

Qualifications

• Minimum 5 years’ collections experience, preferably global B2B and in software services/high tech.
• Strong experience in training and documentation for collection process and practice.
• Excellent written and verbal communication and negotiation skills.

Responsibilities

• Accountable for timely resolution of escalated collection issues and accurate customer information.
• Complete account reconciliations and partner with peers on collections activities.
• Assist in maintaining standard operating procedures.

Skills

Customer service mindset

Problem solving

Negotiation skills

Organization

Time management

Continuous improvement mindset

Team player

Education

Post-secondary degree, diploma or certificate in Business, Accounting or Finance

Tools

SAP

Microsoft Office Excel

Job description

OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

OpenText is the leader in Enterprise Information Management (EIM). Our products enable the digital world by simplifying, transforming, and accelerating enterprise information needs, on premises and in the cloud. We embrace all things digital and are committed to being the Best Place to Work for our team members in over 120 locations around the world.

Your impact:

Reporting to the Senior Manager, AR, the Sr. Collections Specialist (escalations) brings their extensive experience in global collections to deliver on collections targets. He/She has a passion for delivering the best-in-class customer experience in the Order to Cash function while being considered a SME amongst their peers. Integration is a way of life for us so you will bring your best practices and change management mindset to continuously strive for flawless execution on every integration.

What the role offers:

• Accountable for the timely resolution of escalated collection issues, including ensuring accurate customer information is maintained.
• Complete account reconciliations as required.
• Partner with your peers to support collections/escalations activities as required to ensure a timely resolution.
• Assist your manager in updating and maintaining standard operating procedures.
• As a SME, encourage knowledge sharing and support team members with existing processes/practices along with any changes to align with best practices.
• Accurately evaluate the likelihood of collectability of disputed/contentious items to flag as “at risk” accounts to your leader with recommendations for resolution.
• Partner with key stakeholders as required to ensure timely resolutions (Billing, Sales, Legal).
• Assist your leader in other project/initiatives as assigned to deliver on best-in-class process and practice for the Cash Collections function.
• Assign escalated accounts to your team members, act as a triage person.
• Partner and co-ordinate with our external 3rd party agencies to support collections activities as required to ensure optimal returns.
  • • Audit files at the agency
    • Prepare monthly assignments as required
    • Prepare Monthly KPI reporting

What you need to succeed:

• Minimum 5 years’ collections experience, preferably global B2B and in software services/high tech
• Strong experience in training and documentation for collection process and practice
• Strong customer service mindset with the ability to problem solve escalated situations
• Excellent written and verbal communication and negotiation skills, specifically with Sales and External Customers
• Strong organization and time management skills, with demonstrated success managing multiple priorities
• Strong working knowledge of SAP and of Microsoft Office Excel
• Self- starter with a continuous improvement mindset
• Strong team player, understanding that you deliver as a team and it is always best when you collaborate to find solutions to problems.
• Demonstrated ability to drive a culture of learning with your peers and help them to be resilient in a continuously changing environment.
• Experience with 3rd party agencies an asset.
• post-secondary degree, diploma or certificate in Business, Accounting or Finance preferred
• Enrolment in an accredited Credit and Collections program is considered an asset

One last thing:

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [e-mail]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.