Credit and Collections Analyst
Staples 4,945 reviews - Broomfield, CO

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Position Summary:
The Collector for SBA and Links+ accounts is responsible for following collection strategies as dictated by GetPaid and the Collection Supervisor. The Collector will…

Work to prioritize contact with delinquent customers through the use of GetPaid collection software and work to quickly and efficiently contact all delinquent customers he or she is assigned

Utilize key portfolio metrics such as DSO, % Current, and AR > 90 days past due to manage priorities. The Collector will identify issues that require further research and hand these issues off to Resolvers for resolution

Once issues have been researched in detail by the Resolvers, the Collector will need to follow-up with the customer in a timely manner to ensure the issue is resolved

Reducing unapplied payments is a key priority

Proactively manage all aspects of outstanding balances and future credit worthiness

Act as a resource for internal departments and act as an advocate of quality service

Primary Responsibilities:
Operations Management

Minimize Days Sales Outstanding (DSO), account balances over 90 days past due, and unapplied payments while increasing % current

Minimize bad debt write-offs and maximize cash receipts while being sensitive to internal and external customers

Contact all delinquent customers

Manage and reduce unapplied payments

Consistently achieve average daily call volume goals

Use collection metrics to monitor success and adjust collection strategies when appropriate

Ensure faxes or e-mail are sent to all delinquent customers

Ensure that follow-up phone contact is established with delinquent customers

Use collection tools appropriately to drive efficiencies

Hand-off research issues to Resolvers appropriately

Actively monitor accounts for fraud

Plan and organize work so the Service Level Agreement objectives are realized

Escalate large collection issues appropriately

Actively document customer issues including promises to pay and customer payment issues

Work with customers, management, and internal departments to determine alternative payment options when necessary

Actively monitor and document customers whose aging becomes severe

Notify management of write-off concerns

Use assertive yet sensitive communication techniques in dealing with delinquent customers

Promote strong collaborative relationships between the Collections teams and all other Staples internal teams, especially Sales, Accounts Receivable and Customer


Recognize and proactively communicate potential billing and collections issues/risks


Use system tools (GetPaid) to manage collections strategy

Analyze customers accounts by utilizing spreadsheets and other software

Use phone system technology to efficiently work through delinquent call queue


High school diploma or GED

2-4 years minimum prior related work experience

Service Expertise

Superior ability to interact courteously with customers and ensure communication is clear and direct

Understanding of basic accounting processes

Superior understanding of credit management processes

Ability to critically review and analyze collection processes

Ability to identify and address concerns before they become problems, and to propose solutions to the concerns

Ability to identify research issues and hand-off those issues to Resolvers

Superior ability to recognize the appropriate style, level of detail, and message for the audience

Ability to invoke customer action through soliciting, evaluating, and acting upon customer interaction

Interpersonal Expertise

Capable of being entrusted with “confidential” information

Confidence when in adversarial situations

Strong ability to negotiate and resolve issues/problems

Strong dispute management skills

Ability to build productive working relationships

Strong ability to communicate both orally and in writing

Ability to cooperate with team members and with supervisor

Ability to be flexible with Position duties and scope of work

Bachelor’s degree










Job Level





Day Job

Job Type



Employment Statement

Staples is an Equal Opportunity Employer who values the diversity of our people, products, and services.

About this company
4,945 reviews
Staples is a world-class retail, online and delivery capabilities leader. In fact, we're one of the world’s top five online retailers and a...