What are the responsibilities and job description for the Analyst - Credit and Collections position at Verizon?
When you join Verizon
You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.
What you’ll be doing...
Continuous improvement is what we are all about and you will play a significant role in developing strategies that will make us better. For us to succeed in our highly competitive industry, it’s important that we turn our bills into revenue. As a subject matter expert, you’ll be improving our collection processes and systems in order to enhance the customer experience, reduce our debt, and protect our assets. This position includes customer facing collections activities but also provides support and technical expertise to a team of analysts and contractors who are responsible for the collections and complex customer billing dispute interpretation and negotiation with customers. Responsible for the collections, reduction and tracking of aging balances for a set customer base of Wholesale customers with millions of dollars in annual sales revenues. May also be responsible for publishing job aids, methods and procedures and delivering training to the center personnel for collections purposes.
Developing and implementing initiatives focused on enhancing our collection processes, reducing bad debt and churn, while also improving the customer experience.
Providing strategic recommendations on complex processes or issues that contribute to improving operational metrics.
Partnering with internal stakeholders to develop requirements for new processes and initiatives in support of organizational self-service strategies.
Participating in user acceptance testing activities associated with new or modified systems.
Fielding issue escalations from internal customers or delivery partners and responding to customer inquiries.
Providing collections and technical guidance to the team to ensure collections associated with Wholesale revenue are handled effectively and within contractual terms.
Supporting project initiates and recommending process enhancements and efficiencies.
Working with other Verizon internal organizations such as Sales, Tax, Contract and Legal for customer and contract guidance.
Providing excellent customer service to wholesale customers.
Interpreting and communicating wholesale billing claims resolutions to the team and customers.
What we’re looking for...
You’re customer focused and enjoy looking at issues through a consumer’s lens. Highly organized, you manage projects on time and on budget. You’re a team player and understand the importance of providing regular status updates to all stakeholders. Since you’re highly analytical, you constantly come up with process improvements and are motivated by the impact you have on the business. You thrive in an environment where you are managing multiple projects in a fast-paced, changing environment.
You’ll need to have:
Associate's degree or one or more years of work experience.
One or more years of relevant work experience.
Experience using Microsoft Excel and Word.
Even better if you have one or more of the following:
Bachelor's degree.
Experience working in a collection support call center.
Degree in Accounting, Finance or Economics.
Created complex queries and reporting tools.
Experience working with financial, accounting and collection support systems.
Experience of electronic customer self-serve support applications.
If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.
Where you’ll be working
Scheduled Weekly Hours
40Equal Employment Opportunity
We’re proud to be an equal opportunity employer - and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.
