Collections Analyst

Staples is business to business. You’re what binds us together.

Our talented finance team partners with every area of the business to drive results and provide financial expertise. We are passionate about analyzing and interpreting information to assess performance and provide guidance. Our team serves as a true partner and advisor to all our business leaders, working with them to accelerate the company’s profitability and growth.

In this role, you are responsible for managing assigned accounts to ensure timely payment and resolution of outstanding balances. You will communicate effectively with customers to resolve delinquent accounts, provide payment plans, and ensure an exceptional customer experience throughout the collections process. Additionally, you will manage a moderate to large volume of accounts and will be adept at troubleshooting and resolving complex payment issues while ensuring compliance with company policies and procedures.

What you’ll be doing:

• Manage a portfolio of delinquent accounts, ensuring timely collection of payments.
• Negotiate payment arrangements with customers while adhering to company policies.
• Track and document customer interactions and payment commitments.
• Provide guidance and support to junior staff in handling complex collection cases.
• Collaborate with other departments to resolve billing disputes and clarify account status.
• Maintain accurate and up-to-date records of collection activities.
• Implement strategies to increase the effectiveness of the collection process.

What you bring to the table:

• Strong communication skills, both verbal and written, with the ability to convey information clearly and effectively.
• Excellent negotiation skills and the ability to manage difficult conversations in a respectful and empathetic manner.
• Strong problem-solving skills with the ability to assess situations and make sound decisions.
• Strong attention to detail and accuracy in documentation and data entry.
• Highly organized and able to manage multiple tasks effectively in a fast-paced environment.
• Ability to work independently while also contributing to a collaborative team environment.
• Customer-focused attitude with a high level of professionalism and integrity.

What’s needed- Basic Qualifications:

• High school diploma or GED
• Minimum of 3 years of relevant experience in in collections, customer service, or a related field.
• Experience in using customer management software and familiarity with Microsoft Office Suite.

What’s needed- Preferred Qualifications:

• Experience with negotiation and conflict resolution in a customer-facing environment.
• Knowledge of collections regulations, such as the Fair Debt Collection Practices Act (FDCPA).
• Experience in a call center or high-volume collections environment.

We Offer:

• Inclusive culture with associate-led Business Resource Groups
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more perks and benefits 

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.