Collections Analyst

International Business Machines Corporation; Naga; On-site; PHP 391,000 - 614,000; Full time

Job summary

International Business Machines Corporation (IBM) in the Philippines seeks a Collections Analyst to manage OTC transactions, credit management, and dispute resolution with clients. You will maintain client relationships, ensure accuracy, and deliver timely cash collection in alignment with SLAs.

Responsibilities include handling inquiries via phone and email, collecting past-due invoices, reconciling accounts, and supporting billing and payments processes within a fast-paced BPO environment.

Qualifications

• Graduate of BS Accountancy, Finance, Business, Economics, or related degrees with 2–4 years of work experience.
• Strong understanding of general finance concepts and principles.
• Advanced knowledge of Order and Credit Management, Collections and Disputes/Deductions.
• Experience with ERP systems (SAP/Oracle/Salesforce) is advantageous.
• Experience in hard-core collection, B2B, and collections support (voice) is required.
• Exposure to end-to-end Accounts Receivable processes, including billing and cash applications.

Responsibilities

• Respond to external and internal customer requests via phone and email in a fast-paced environment.
• Independently collect past-due invoices by contacting customers.
• Reconcile complex accounts and support dispute resolution with other departments.
• Prioritize tasks and deliver services to meet SLAs and OLAs.
• Review refunds for duplicates or overpayments and prepare credit notes.
• Prepare weekly aging reports and prioritize overdue accounts.
• Review credit limits and approve order releases when appropriate.

Skills

Client relationship management

Analytical thinking

Communication

Team collaboration

Time management

Education

BS Accountancy / Finance / Business / Economics

Tools

SAP

Oracle

Salesforce

MS Excel

Job description

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your role and responsibilities

As Collections Analyst, you are responsible for handling OTC transactional tasks in the area of credit management, document validation, order processing, cash collection, and dispute management according to agreed procedures, process maps and Desk Top Procedures or other guidelines agreed with the client. You must establish and/ or maintain good relationship with client personnel, ensure that daily activities are fulfilled according to the timetable, procedures, and business goals as agreed with Team Leader and deliver services as necessary to meet the SLAs and OLAs requirements from the area of your responsibility.

• Responding to external and internal customer requests via phone and email in a faced paced, highly complex environment
• Independently collect past due invoices by contacting customers via phone, email, or portal
• Independently reconcile complex accounts, support in resolving customer disputes in a timely manner by collaborating with other departments within the company regarding invoices/billings or cash applications.
• Organizational, technical and communication skills necessary to efficiently prioritize and resolve existing customer issues and facilitate payment.
• Review/prepare customer refunds for duplicate payments, overpayments, and payments to incorrect company.
• Preparation of weekly aging report and prioritize accounts based on overdue status.
• Account review for credit limit request and delivery order releases.

Required technical and professional expertise

• Graduate of BS Accountancy, Finance, Business, Economics, or other related management degrees with 2 to 4 Yrs of work experience. At least > 2 years in Account Receivable processes. At least 2-year experience in BPO setting.

• Excellent understanding or working knowledge of general finance and various finance concepts and principles.

• Advanced knowledge and understanding on Order and Credit Management, Collections and Disputes/Deductions

• Good knowledge and hands on experience in any related Accounting Software: SAP, Oracle, Salesforce or any large-scale ERP system is an advantage.

• Reliable experience in monitoring customer account statuses and results regarding cash application, customer masterdata set up and maintenance, billing or order management.

• Team Player - Experience in participating and collaborating in team meetings to gather/share information

• Ability to work independently in a fast - paced, dynamic setting while maintaining accuracy, prioritize tasks, manage multiple priorities and delivering against tight deadlines. Ability to achieve individual and Business metrics

• Demonstrated experience in meeting all baseline and project goals for accuracy and timeliness.

• Strong problem solving and analytical skills, results - oriented, Excellent follow up; negotiation, and trouble - shooting skills, good relationship - building skill

• Excellent written, oral, and interpersonal communication skills. Advanced knowledge and skills in MS Excel.

• At least 2 years of accumulated experience in hard core collection preferably, business to business collections (B2B).

• At least 2 years of accumulated experience in collections support (voice-support) is required

• At least 2 years of accumulated experience in disputes management is required.

• Strong exposure to end-to-end Accounts Receivable process, specifically in processing of claims, credit/debit memo, recall, billing deductions and freight liability for lost and/or damaged.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.