Collections Analyst

About Dialpad
Dialpad is the leading Ai-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, Ai-driven insights. Visit dialpad.com to learn more.

Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.

We thrive on continuous evolution, where every employee leverages industry-leading Ai to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role
As a Collections Analyst, you’ll own your customer account portfolio and help us achieve our company financial goals. You’ll work closely with the billing, revenue, orders, and customer success teams to review each account to determine the best way to approach the client, and then execute that plan to bring in the maximum amount of timely payments.  You’ll also help create and implement new processes to improve our collections strategies. The ideal candidate for this position is able to work as part of a dynamic team and in a fluid environment.

Dialpad’s Collections Analyst will review customer aging reports to follow up on collecting payments from delinquent accounts, prepare statements and account reconciliations to mitigate risks, minimize bad debt exposure, and support client relationships to resolve collections-related inquiries, as well as applying cash receipts against open invoice balances.  In this role, you’ll combine your analytical skills with your collections experience to help increase our collections and reduce overdue balances.

Dialpad’s collections team plays an essential role in monitoring customer accounts, following up with their A/P departments on delayed payments, and addressing other challenges that create friction for customer payments.  This team collaborates closely with a variety of other departments across the company to provide financial insights, helping our company operate with frugality.

What you’ll do

• You will monitor your portfolio of customer accounts for non-payments, delayed payments, and other irregularities.
• You will be our technical expert for all queries regarding customer payments and incoming collections on your portfolio.
• You will be able to provide the organization with in-depth collections and cash analysis for your portfolio.
• You will partner with Customer Success, Billing & Management teams to appropriately escalate collection issues related to services, contracts, billing disputes, or customer financial concerns.
• You will help to create and implement new processes to improve our collections strategies.
• You will provide recommendations for process improvements or system integrations that can help streamline analysis.
• You will assist with the implementation of new software to drive collection & cash improvements.
• Applies payments initiated through lockbox, ACH, and wire to respective customer accounts.
• Posts adjustments to respective customer accounts.
• Manage invoice disputes in accounts receivable.

Skills you’ll bring

• 2+ years of collection experience in a fast-paced, high-growth environment, preferably in a SaaS company.
• Business or accounting-related degree or diploma.
• Fast learner & self-starter with a problem-solving mentality ready to roll up their sleeves and tackle new challenges.
• Accounting software experience, including accounts receivables and cash modules.
• Meticulous attention to detail.
• Strong written and verbal communication skills.
• Intermediate Excel skills (lookups, pivots).
• Ability to work independently and prioritize multiple projects effectively.
• Brings a strong work ethic; takes the initiative and thinks creatively to get the job done.
• Able to work US core hours (6am - 5pm Pacific Time) while 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions, and collaborative sessions.  
• Excellent internet connectivity required.

We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. 

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.