Senior Specialist, AR-Collections

Job Description Who We Are Looking For Are you a diligent, analytical, and meticulous accounting professional looking to grow your career? Zendesk is seeking an exceptionally skilled Collections Sr. Specialist to join our world-class financial operations team in Manila. In this role, you will apply your developing professional expertise, leveraging company policies and procedures to resolve a variety of collections issues. You will have the opportunity to work collaboratively across various global internal teams to ensure flawless management of our accounts receivable processes, protect revenue, and maintain our high standards of financial excellence. What You’ll Be Doing Portfolio Management: Manage a high volume of daily customer portfolios specifically for Segment 3 & 4 customers (ARR <$60K) utilizing the AR Aging report. Account Reconciliation: Examine and investigate detailed customer accounts, including invoices, payments, credit memos, and unapplied credits via thorough account reconciliation. Customer Outreach: Conduct regular calls and emails to customers in strict accordance with the Company’s Collection Policy and guidelines. Cross-Functional Escalation: Work closely with Sales, Legal, Finance Ops, Renewals, and other internal workforces to ensure proper coordination and escalation are addressed on accounts, resolving billing issues that directly impact the collection process. Account Action Recommendations: Analyze delinquent account balances, negotiate with delinquent accounts, and recommend critical actions including Suspension, Cancellation, Write-off, and Reactivation. Audit Support: Assist the team with gathering support for all audits, including pulling necessary documentation. Process Optimization: Participate in and support continuous Process Improvements, as well as updates, changes, and revisions to the Collections Playbook. What You Bring to the Role Functional Expertise: A developing professional expertise in accounts receivable, with the ability to look at data analytically and solve complex billing puzzles. Strong Communicator: Excellent written and verbal communication skills, with a talent for negotiating firmly yet diplomatically with delinquent accounts. Multitasker: Demonstrated ability to manage a high-volume workload and prioritize tasks successfully in a fast-paced environment. Collaborative Spirit: A team-oriented mindset, comfortable working across different departments to clear account roadblocks. Professional Integrity: A high level of integrity and professionalism when handling sensitive corporate financial information. Qualifications & Experience Basic Qualifications: Bachelor's degree in Accounting, Finance, or a related field. Typically 2–4 years of related work experience and general knowledge within the accounts receivable/collections functional area; OR an advanced degree without prior work experience. Proficiency in accounting software and the Microsoft Office Suite (particularly Excel) or Google Suite Preferred Qualifications: Experience working within a multinational company or global shared services environment. Knowledge of major ERP systems, particularly Oracle NetSuite or Zoura. Professional certification such as a CPA or equivalent. #LI-ML12 Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.