Credit and Collections Analyst (B2B)

Join our Team

About the Role

Vonage is a global leader in cloud communications, delivering Unified Communications as a Service, Contact Center as a Service and Communications Platform as a Service solutions worldwide. The Credit and Collections Analyst manages the collections lifecycle for mid market and enterprise customers and partners with customers, Account Managers, Sales and Finance to drive timely cash collection, reduce aged debt and support credit risk management.

Key Responsibilities

Collections and Accounts Receivable

• Manage an assigned portfolio of mid market and enterprise accounts and proactively follow up on outstanding balances.
• Apply collection strategies based on customer segment and risk profile, prioritizing high value and aged accounts.
• Monitor accounts receivable aging reports and take timely action on accounts approaching or exceeding payment terms.
• Partner with Account Managers and Customer Success Managers to resolve slow pay and disputed accounts.
• Escalate unresponsive or high risk accounts with documented collection history and recommended next steps.

Dispute Resolution and Cash Application

• Investigate and resolve billing disputes with Billing, Sales, Tax and Legal.
• Apply customer payments accurately across billing platforms, including Zuora and Engage IP.
• Resolve unapplied credit memos and receipts.
• Process refunds and payment adjustments in compliance with SOX requirements and company policy.
• Prepare write off lists with supporting documentation.
• Maintain accurate collection notes, dispute documentation and account history in Oracle Advanced Collections or Salesforce.

Cross Functional Collaboration

• Act as the primary collections contact for assigned accounts and work with Account Managers, Sales, Billing, Tax and Finance to resolve payment blockers.
• Participate in collections reviews and customer escalation calls.
• Support enterprise customer onboarding by reviewing postpaid applications, validating payment terms and confirming billing setup accuracy.
• Contribute to process improvement initiatives.

Required Qualifications

• Three to five years of experience in B2B collections or accounts receivable, managing enterprise or mid market portfolios.
• Experience in Telecom, UCaaS, CCaaS, CPaaS or SaaS is strongly preferred.
• Experience with Zuora, Oracle Advanced Collections, Salesforce or equivalent enterprise systems.
• Strong understanding of the Order to Cash cycle, including invoicing, cash application, refunds, disputes and write offs.
• Knowledge of SOX compliance requirements and collections related regulatory standards.
• Proficiency in Microsoft Excel for accounts receivable analysis and aging reports.
• Strong communication, negotiation, conflict resolution and relationship management skills.
• Analytical, detail oriented and results driven, with the ability to manage complex portfolios and competing priorities.

Preferred Qualifications and Experience

• Experience with enterprise collections tools, multi currency or multi entity accounts receivable environments and international customer portfolios.
• Experience with accounts receivable reconciliations across integrated billing systems, such as Zuora and Oracle.
• Understanding of postpaid credit approval workflows in subscription based or usage based billing models.