Sr Collections Analyst

Sinch is a global leader in the growing market for Communication Platforms as a Service (CPaaS) and mobile customer engagement. We are specialists in allowing businesses to reach everyone on the planet, in seconds or less, through mobile messaging, email, voice, and video. We reach every phone on earth. From the lifechanging to the time-saving, we're helping our customers to interact with people like never before. For you, that means working in an environment that offers an incredible variety of exciting challenges, and the chance to impact how billions of people engage with their favourite brands.

The dream of personalizing content to all 15 billion phones on the planet is no fairy tale! More than 150,000 businesses, including many of the world's largest companies and mobile operators, use Sinch's advanced technology platform to engage with their customers. Moreover, Sinch has been profitable and fast-growing since its foundation. Sinch's core values are Make it Happen, Dream Big, Keep it Simple and Win Together. These values describe how our global organization works and inspire every one of our more than 5,000 employees across 55 different countries.

The essence of the role: Senior Collections Analyst

As a Senior Collections Analyst, you will be responsible for reducing payment delinquency, managing overdue accounts, and ensuring timely collection of outstanding balances within the O2C process. The role includes customer outreach, dispute research, account updates, reporting, and coordination with internal teams. Strong communication skills, attention to detail, and a problem-solving mindset are essential.

Key Responsibilities

1. Collections & Customer Outreach

• Reduce payment delinquency by proactively reaching out to customers through email and outbound calls.
• Send payment reminders, notices of default, and other collection communications as needed.
• Use independent judgment to develop appropriate payment plans for customers with overdue or risky accounts.
• Contact customers in a professional manner while maintaining excellent customer service.

1. Internal Coordination

• Collaborate with internal departments to research outstanding balances and resolve customer issues.
• Escalate delinquent accounts requiring external collection efforts.
• Participate in monthly meetings with the supervisor and/or Sales teams regarding past-due accounts.

1. Reporting & Documentation

• Maintain accurate past-due and collection reports.
• Respond promptly to internal and external account inquiries.
• Update customer account information when required, ensuring data accuracy and regulatory compliance.
• Process automated notices for specific customer accounts as part of the collections workflow.

1. Compliance & Account Maintenance

• Understand CPNI (Customer Proprietary Network Information) rules and apply them appropriately while handling customer accounts.
• Identify when customer accounts require updates and notify relevant internal teams for corrections.

Skills & Experience

• 8-13 years of experience in credit control, collections, or AR operations, preferably in a global or shared services environment.
• Proven track record of improving collection performance and reducing overdue receivables.
• Strong knowledge of multi-currency AR transactions and international client management.
• Strong communication skills (verbal and written).
• High attention to detail and accuracy in account handling and documentation.
• Strong interpersonal and customer service skills.
• Analytical thinking and sound judgment for evaluating delinquent accounts.
• Strong Excel skills, including: Pivot Tables, VLOOKUPs, subtotals, and basic reporting functions.
• Ability to understand account behavior and make informed decisions (e.g., payment plans, notices, escalations).

Personality

• Strategic thinker with a hands-on, execution-driven approach.
• Detail-oriented, structured, and capable of managing multiple priorities.
• Strong interpersonal and communication skills to influence and collaborate across departments.
• High integrity, ownership, and accountability for results.
• Adaptable and resilient in fast-paced, evolving environments.
• Passionate about continuous improvement and operational excellence.
• Fluent in English - both written and spoken.

Being you at Sinch:

We're a worldwide group of people, committed to diversity. We're working to offer an increasingly inclusive workplace wherever you are. No matter who you are, you'll be able to explore new career and growth options - sharing your voice, building your path and making it happen with us.

We're proud to be an equal opportunity employer, and all qualified applicants will be considered to join our team regardless of race, colour, religion, gender identity or expression, sexual orientation, pregnancy, disability, age, veteran status, and more.

Your life at Sinch:

Being a Sincher is all about learning and being in pursuit of new challenges. Working in the offices, at home, or in a hybrid model, that means celebrating change and the unknown, rolling up your sleeves and seeing what impact you can have on the world. The only way is up, and you'll be reaching for the opportunities that match where you want to take your career. It's closer than you think.

Are you ready Join us on our journey!

Know more about us: www.sinch.com