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Credit-Collections Analyst

Credit-Collections Analyst| Finance-and-accounting | Lake Mary, FL, USA

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Significantly contributes to the delivery of financial services as an Individual Contributor working in specific areas within Finance and also assists in establishing required linkages to the global Finance organization. Candidate must exhibit the ability to investigate and resolve problems resulting from abnormal processing (fallout) within the Live collections process. The abilities to communicate at detailed system/process levels and manage a cross-functional team structure are critical factors to success at this position.

Candidate for this position must have a working knowledge of the interdependences between the Collections processes, strategies and systems to ensure that these are all in synch and working as designed. The candidate is expected to demonstrate the evaluation of factors discovered in the investigation process, compile the results and recommend possible solutions to the Strategy, Systems Support & Process Subject Matter Experts (SMEs).

A key responsibility of this position is to identify improvement opportunities discovered as a result of issue investigation in all areas of collections and contribute to the design and implementation recommendations for new processes or procedures. Candidate for the position is expected to develop a planned approach, communicate the requirements to Systems & Process SMEs and IT and manage reporting and traceability of accounts that are resolved. For those issues that have long term affect, the candidate may be responsible to plan and implement the cleanup effort necessary to remediate data.

Candidate performs testing as necessary to support changes to the Business Process identified through investigation of abnormal processing. This may be as simple as testing a specific problem identified and fixed by IT on an Incident Request (IR) or as complex as requirements generated from an investigation that are included in a new release of the systems code.

Specific role responsibilities

Candidate will be responsible for (but not limited to) the following job functions:

  • Investigate problems due to abnormal processing and document issues for discussion with subject matter experts
  • Isolate areas to investigate using Currency metrics, dashboards and mechanized field reporting, included ad hoc reporting developed by the candidate
  • Publish issues for discussion with process subject matter experts and act as the discussion leader to examine these issues in greater detail
  • Work with subject matter experts to identify root cause of issues and remediate the problem.
  • Track issues through to resolution and retest issues to ensure that the resolution(s) fix the problem
  • Monitor manual work completed by the Call Center to ensure that it is “current”, and identify coaching opportunities for the Call Center operations team
  • Identify opportunities to mechanize processes and eliminate manual fieldwork
  • Undertake complex projects to clean-up embedded base resulting from issues identified and resolved by current code changes
  • Provide subject matter expertise on complex processes or issues to the assigned team and work stream
  • Ensures compliance with internal policies and controls, and with external regulations
  • Participate in user acceptance testing activities associated with new or modified systems



  • Bachelor's Degree in Accounting, Finance, related field or equivalent experience required

  • 4+ years experience in a collections/credit or related environment required

  • Strong communication and organizational skills with attention to detail

  • Ability to function in a fast paced environment and work with minimal supervision
  • Proven ability to conduct analysis/publication of results with identification of areas of weakness and the implementation of corrective action plans
  • Ability to build Field, Staff and IT relationships and produce cooperation and consensus amongst a team of Subject Matter Experts
  • Expertise with managing projects from planning through implementation
  • Proven ability to analyze and interpret system fallout queues, recognize issues, prioritize resolution and determine the full extent of the problem
  • Ability to clearly articulate a process issue to all business partners and IT partners including Senior Leadership
  • Ability to interpret results and evaluate impact of initiatives with subject matter experts for IT, Legal, Regulatory, C&MB Systems support and other Finance organizations
  • Ability to bridge communication among technical and non-technical project staff and clients
  • Experience with business case planning, business and functional requirement analysis, use case creation and execution, pre and post production testing and implementation
  • Proven analytical skills, including the ability to diagnose layered problems and dissect large groups of data using Access and Excel
  • Strong written and oral communications skills
  • Proven analytical skills and decision making capabilities
  • Requisite experience in VZT Collection processes and systems, including working knowledge and/or understanding of the collection flow, regulatory guidelines, and processes for strategic & legacy products preferred
  • Experience in using (but not limited to) the following systems: RMi Suites, SSP, IVAPP, COA, Strata, Quantus, VZT Legacy & Strategic Ordering, and Provisioning & Billing Systems is preferred
  • Experience in the technology or telecommunications industry preferred
  • Proficient with Microsoft Office: Word, PowerPoint is essential. Proficiency levels in Excel and Access should be advanced. Candidate should be able to demonstrate formula and pivot table expertise in Excel and the ability to isolate and compile data in Access.

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.

We are an equal opportunity employer m/f/d/v.

Job ID: 341799

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