Credit & Collection Analyst

The Credit & Collections Analyst is responsible for independently managing high-volume customer portfolios, overseeing end-to-end collection activities, assessing credit risk, resolving disputes, negotiating payment arrangements, and ensuring timely payments while minimizing delinquency and bad debt exposure. This role requires a results-driven professional with strong analytical, communication, decision-making, and problem-solving skills, a process-oriented mindset, and the ability to manage complex accounts with minimal supervision while collaborating effectively with customers and cross-functional teams.

Responsibilities

• Independently manage an assigned high-volume customer portfolio and serve as the primary point of contact for collection-related activities.
• Execute the full end-to-end collections process, including account monitoring, customer follow-ups, collection calls, payment negotiations, dispute resolution, escalations, and delinquency management.
• Perform collection activities to recover delinquent payments through phone calls, emails, dunning letters, and coordination with internal stakeholders, including Sales, Account Managers, Customer Service, and Finance teams.
• Maintain direct communication with customers regarding outstanding invoices, payment commitments, payment delays, disputes, credit holds, and other account-related concerns.
• Investigate, manage, and resolve customer inquiries, financial disputes, and deductions, including issues related to pricing, volume, freight, short payments, promotions, and account discrepancies.
• Partner with customers and internal teams to resolve disputes, conduct root cause analysis, and identify recurring issues and customer payment patterns to drive long-term solutions.
• Evaluate customer payment behavior, payment trends, creditworthiness, and account risk to support collection strategies and credit-related decisions.
• Independently make day-to-day decisions regarding collection actions, payment arrangements, dispute escalations, and account risk management.
• Demonstrate a strong process-oriented mindset by identifying inefficiencies, standardizing workflows, improving collection procedures, and supporting operational excellence.
• Document and maintain accurate collection notes, payment commitments, dispute resolutions, and collection activities in company systems.
• Build and maintain professional customer relationships while balancing effective collections, customer service, and risk mitigation.
• Monitor portfolio performance, identify potential credit risks, recommend corrective actions, and minimize delinquency and bad debt exposure.
• Take full ownership of assigned accounts, proactively identifying issues and implementing solutions without requiring constant supervision.
• Continuously identify and implement opportunities to improve collection processes, portfolio performance, and overall credit management effectiveness.
• Partner with local and global leadership teams to establish operational goals, monitor performance, and support continuous improvement initiatives.
• Demonstrate leadership capabilities by sharing best practices, supporting team collaboration, mentoring colleagues when appropriate, and contributing to process improvement initiatives.

Qualifications

• Bachelor's degree in Business, Finance, Accounting, or a related field, or equivalent combination of education and experience.
• 3+ years of experience in Credit & Collections is required
• Excellent English communication skills (B2+ or higher), with the ability to effectively collaborate across functions, regions, and organizational levels.
• Proven experience managing the full end-to-end collections cycle, including customer account management, collection calls, payment negotiations, dispute resolution, delinquency management, and credit risk assessment.
• Strong knowledge of collections processes, accounts receivable management, credit risk assessment, dispute resolution, and customer payment behavior.
• Proven ability to independently manage customer portfolios, make credit-related decisions, solve complex account issues, and prioritize multiple responsibilities with minimal supervision.
• Demonstrated process-oriented mindset, with experience identifying process gaps, improving workflows, implementing best practices, and supporting continuous improvement initiatives.
• Experience conducting collection calls, negotiating payment arrangements, and managing high-volume customer interactions.
• Strong analytical, problem-solving, and decision-making skills, with sound business judgment and accountability.
• Experience working in shared services, global business services, multinational organizations, or similar complex business environments is preferred.
• Experience supporting large corporate customers is highly desirable.
• Previous experience in team leadership, mentoring, coaching, process ownership, or leading improvement initiatives is considered a plus

Skills

• Demonstrated employment stability and long-term commitment
• Strong knowledge of Credit & Collections processes, including end-to-end collections management, delinquency management, collection strategies, and accounts receivable analysis.
• Excellent verbal and written communication skills, with the ability to effectively interact with customers, leadership, and cross-functional teams.
• Strong customer service orientation, balancing relationship management with collection objectives and financial results.
• Ability to handle challenging customer conversations, negotiate payment solutions, and maintain long-term business relationships.
• Proven analytical and problem-solving skills, including the ability to assess past-due accounts, identify risks, and determine appropriate collection actions.
• Strong process-oriented mindset, with the ability to identify operational inefficiencies, improve workflows, and promote standardized collection practices.
• High level of independence, self-direction, and accountability, with the ability to manage complex portfolios and make sound decisions without constant supervision.
• Strong collaboration skills with the ability to work effectively across departments and with internal and external stakeholders.
• Demonstrates ownership, accountability, and proactive communication in managing customer accounts and resolving issues.
• Leadership potential, including the ability to influence others, share knowledge, support colleagues, and contribute to team performance and continuous improvement.
• Proficiency in Microsoft Office Suite and ERP/financial systems such as Salesforce, Workday, CORA, or similar platforms.
• Professional presence, sound judgment, and the ability to manage multiple priorities in a fast-paced environment

Benefits

• This is a hybrid position based in Ultra Park II, Lagunilla (Heredia). On-site presence is required only when necessary, such as for meetings, trainings, or collaborative activities, in alignment with the company’s telework agreement, which currently requires employees to work on-site three (3) days per week)
• Private Medical Insurance
• Asociacion Solidarista
• Life Insurance
• Personal Day Off

Note: Only candidates with Costa Rican nationality or valid immigration status will be considered.

About Us

Sysco is the global leader in selling, marketing and distributing food products to restaurants, healthcare and educational facilities, lodging establishments and other customers who prepare meals away from home. Its family of products also includes equipment and supplies for the foodservice and hospitality industries. With more than 71,000 colleagues, the company operates 333 distribution facilities worldwide and serves approximately 700,000 customer locations. For fiscal year 2022 that ended July 2, 2022, the company generated sales of more than $68 billion. Information about our Sustainability program, including Sysco’s 2022 Sustainability Report and 2022 Diversity, Equity & Inclusion Report, can be found at www.sysco.com.