Description
This role plays a key role in managing customer accounts, ensuring timely cash collection, and reducing overdue balances. This role involves proactive follow-ups with customers via phone and email, processing incoming payments, and resolving outstanding invoice issues to maintain a healthy cash flow. The position requires strong communication skills, attention to detail, and the ability to negotiate effectively while maintaining positive customer relationships.
Responsibilities
Collections & Follow-ups (Phone & Email)
* Contact customers daily by phone and email to follow up on overdue invoices and secure on-time payments.
* Negotiate and agree on payment plans where necessary, in coordination with the manager, ensuring adherence to company policies
* Maintain accurate records of all customer interactions and collection efforts
Cash Application & Payment Processing
* Accurately record and allocate incoming payments in the system, ensuring correct matching with invoices
* Reconcile customer accounts to resolve discrepancies and misallocated payments
* Identify unapplied cash and follow up with customers for remittance details
Dispute Resolution & Query Management
* Address and resolve any queries related to the ledger, managing related phone calls and liaising with relevant parties as needed.
* Investigate and resolve customer invoice disputes, deductions, and billing discrepancies
* Work closely with Sales and Customer Service teams to address customer concerns promptly
* Escalate unresolved disputes internally to finance and management when necessary
Overdue Account Monitoring & Escalation
* Monitor customer accounts to track overdue balances and ensure timely follow-ups.
* Identify long-outstanding debts and take appropriate actions to escalate unresolved cases.
* Proactively engage with customers to address payment delays and agree on feasible repayment plans.
* Collaborate with internal teams (Sales, Finance) to resolve disputes affecting payments.
* Escalate critical overdue accounts to management when necessary for further action (e.g., legal escalation, service restrictions)
Reporting & Process Improvement
* Maintain and update aging reports, tracking overdue balances and collection performance
* Provide weekly cash collection forecasts and updates to management
* Contribute to process improvements to enhance efficiency in cash collection and dispute resolution.
Skills, Knowledge & Expertise
Experience
* Proven experience in credit control, cash collection, or accounts receivable.
* Experience in phone-based customer interactions for payment collection
* Familiarity with cash application and reconciliation processes
Skills
* Strong communication and negotiation skills – comfortable chasing payments over the phone
* Attention to detail & accuracy – critical for cash application and account reconciliation.
* Problem-solving mindset – ability to resolve invoice disputes and find solutions.
* ERP & financial system proficiency – experience with Sage, Credit hound, or similar tools is a plus.
* Organized & proactive – able to manage high volumes of customer accounts efficiently.
Forterro is a federation of ERP software and services companies serving small to mid market companies around the globe, with offices in UK, Germany, Sweden, Switzerland, France, Poland, Bulgaria, India, Morocco and USA. At Forterro, we invest in and help to fortify both local and niche ERP software businesses.
Our product line businesses are local, not localized and vertical, not verticalized.