Collections Specialist

Summary

Join Fastly as a Collections Analyst and play a crucial role in maintaining healthy cash flow by focusing on aging accounts and recovering outstanding payments from customers. You will be responsible for responding to customer requests, reviewing open accounts, conducting collections campaigns, and assisting with debt repayment arrangements. You will also create and maintain collections-related reporting and contribute ideas for process improvements. This role requires proven experience in aging collections, strong analytical and communication skills, and proficiency in accounting software. Fastly offers a comprehensive benefits package including medical, dental, vision, life, disability, and accident insurance, a flexible vacation policy, 401(k) with company match, and an Employee Stock Purchase Program.

Requirements

• Experience using Netsuite ERP and SFDC
• A team player willing to work across multiple functions within the AR and Accounting Organization
• Strong analytical skills, exceptional organization and time management skills and the ability to work autonomously while also collaborating across functions and teams
• High degree of accuracy and attention to detail
• Strong verbal and written communication skills
• Able to excel in a fast-paced environment and be adaptable to changing responsibilities and priorities
• Proven experience in aging collections or a related collections role (within a SaaS or subscription-based industry is strongly preferred)
• Exceptional communication and negotiation skills, with the ability to navigate challenging conversations effectively
• Strong attention to detail and organizational skills
• Proficiency in using accounting software and Microsoft Office Suite (Excel, Word, Outlook)
• Self-motivated and able to work independently with minimal supervision

Responsibilities

• Respond to customer requests for standard AR issues including credit card receipts, invoice copies, remittance information, short pay amounts & account reconciliations
• Review open and aging accounts for collections efforts
• Conduct collections campaigns that consist of emails on a regular cadence (phone calls as needed)
• Assist with arranging debt repayment or establish repayment schedules, based on customers’ financial situations
• Create and upkeep regular collections-related reporting
• Contribute ideas for collections method improvements and help drive collections strategy
• Monitor customer accounts to ensure timely collections and resolve outstanding issues
• Support the Credit, Collections & AR Manager with operations reporting
• Support monthly, quarterly and year-end closing activities
• Collaborate with internal teams to resolve billing discrepancies and disputes
• Support audit requests and ensure compliance with internal controls
• Contact customers with overdue balances through various communication channels (phone calls and emails)
• Investigate and resolve discrepancies between invoices and payments for aged accounts
• Accurately apply payments received to aging accounts and update records in the company's financial system
• Maintain detailed records of collections activities, including notes from customer interactions, payment plans, and promises to pay
• Generate regular reports on the status of aging accounts and provide insights into collections efforts

Preferred Qualifications

• Tesorio and Aria are highly desirable as well as knowledge of G-Suite and Microsoft Office applications
• Tesorio, NetSuite, Aria is a strong plus

Benefits

• We offer a comprehensive benefits package including medical, dental, and vision insurance
• Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), a Flexible Vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees
• We also offer 401(k) (including company match) and an Employee Stock Purchase Program
• For 2024, we offer 10 paid local holidays, 11 paid company wellness days