Job at a glance
Role Overview: The OTC Senior Analyst is responsible for leading cash collection and dispute resolution activities for a defined portfolio of key customers. The role involves managing complex customer accounts, resolving escalated issues, ensuring strong stakeholder communication, and supporting key decision‑making within the Order‑to‑Cash (OTC) cycle. The Senior Analyst drives improvements in cash flow, reduces overdue balances, and supports high‑quality internal and external customer relationships through timely dispute resolution and proactive account management.
This role also provides coaching to junior team members and contributes to continuous process excellence. Duties and Responsibilities: 1) Collections & Dispute Operations: • Manage assigned key customer accounts end‑to‑end, taking full ownership of collections and dispute resolution activities. • Collaborate with Cash Application and Billing teams to maintain a complete and accurate view of customer account activity.
• Prepare accurate cash collection forecasts, assess risks, and escalate issues proactively. • Review past‑due and current‑due items using the HRC tool and initiate targeted follow‑up actions. • Secure and maintain “Promise to Pay” commitments within HRC, ensuring timely updates and follow‑through. • Interact with customers via email, portals, and HRC to negotiate payments, resolve issues, and clarify invoice details.
• Take appropriate action to resolve unpaid balances, minimize overdue, and reduce aging. • Manage overdue receivables using the HRC Collections Workflow; lead actions to improve collection efficiency. • Monitor broken promises and escalate issues according to established escalation channels. • Gather remittances from customers and collaborate with Cash Application to ensure accurate payment matching.
• Prepare AR reporting (aging, forecasting, portfolio performance) and present insights during stakeholder calls. • Implement Lean/continuous improvement projects within OTC to streamline processes and enhance performance. • Continuously optimize data collection and validation methods to improve reporting accuracy. • Participate in internal/external audits and provide necessary documentation and explanations.
• Execute manual dunning activities and send Statements of Account (SOA) to customers when required. • Prepare and submit write‑off proposals to the business unit in line with established procedures. • Review new and open customer disputes, collect supporting documentation, and perform detailed investigation. • Build complete dispute cases (e.g., pricing discrepancies, shortages), update reason codes, and recommend resolution options.
• Validate data from internal systems and customer documentation to determine appropriate next steps. • Ensure timely, accurate, and professional responses to disputes and customer queries. • Escalate disputes not receiving timely feedback, following the escalation matrix rigorously. • Proactively collaborate with cross‑functional teams (Sales, Customer Service, Logistics, Billing) to resolve disputes.
• Provide on‑the‑job support and knowledge sharing to junior analysts. 2) Financial Control & Reporting: • Ensure strict adherence to Versigent policies, standard controls, and compliance requirements. • Driving initiatives to maximize cash collection and minimize financial risk. • Manage assigned account portfolios independently, ensuring accuracy and process control.
• Serve as a Point of Contact (POC) for assigned customers and internal stakeholders. • Uphold high standards of confidentiality and data governance. • Ensure proc