AR/Collections Analyst

About IntouchCX IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job We are changing the way people think about customer service, and we need your help!

IntouchCX is seeking a highly motivated AR/Collections Analyst to support our Finance team. The AR/Collections Analyst is responsible for the proactive management of accounts receivable, applying customer payments and credits against open invoices, following up on outstanding payments, and reconciling accounts to ensure healthy cash flow.

This role is critical to maintaining the integrity of our accounts receivable while providing high-level support to the Sales, CX, and Finance teams. We are looking for a detail-oriented professional with strong communication and problem-solving skills who thrives in a high-volume environment.

As AR/Collections Analyst, You Will…

• Proactively manage the accounts receivable portfolio to ensure timely payments and reduce Days Sales Outstanding (DSO).
• Maintain consistent, professional communication that preserves the client relationship while following up regularly with client AP teams and operational contacts regarding past-due accounts and overdue balances.
• Monitor aging reports, perform credit risk assessments, and establish tailored collection strategies for high-risk or delinquent accounts.
• Perform regular account reconciliations to ensure accuracy in the general ledger and related subledgers.
• Collaborate with cross-functional teams internally, including Sales, CX, and Operations, to help resolve payment delays related to clients facing financial difficulties, complex billing discrepancies, and invoice disputes efficiently.
• Oversee daily cash applications and administration for the company’s accounts receivable monetization program and other accelerated payment initiatives to optimize working capital.
• Match incoming cash payments to open invoices promptly, clearing ledger differences and maintaining real-time subledger accuracy.
• Research and resolve complex account discrepancies, unapplied cash balances, and short payments in collaboration with client finance departments.
• Analyze aging trends, contribute to cash flow forecasting models, and prepare bad debt risk evaluations for leadership review.
• Partner with FP&A teams to eliminate structural invoicing roadblocks affecting collections.
• Negotiate structured payment solutions for high-value, chronically delinquent accounts with professionalism, diplomacy, and firmness.
• Identify operational bottlenecks within order-to-cash workflows and recommend automated, scalable enhancements.

As AR/Collections Analyst, You Need…

• Minimum three (3) years of progressive experience in Corporate Collections, Accounts Receivable, or Credit Management.
• Degree or advanced qualification in Accounting, Finance, or Business Administration is strongly preferred.
• Professional certification in Accounts Receivable (e.g., IOFM Accredited Receivables Specialist (ARS), CIC Certified Accounts Receivable Specialist (CARS/CARP), or equivalent) is considered an asset.
• Advanced proficiency in MS Excel (e.g., VLOOKUPs, INDEX/MATCH, Pivot Tables, nested formulas, data modeling) and Google Workspace productivity tools.
• Hands-on experience with enterprise-level ERP systems is required; strong working knowledge of NetSuite, modules, and subledger reconciliation is strongly preferred.
• Strong understanding of core GAAP financial accounting processes, order-to-cash workflows, revenue recognition concepts, and financial risk reporting.
• Attention to detail and analytical problem-solving skills.
• Ability to work independently and collaborate effectively within a team setting.
• High level of integrity and professionalism when handling sensitive and confidential information.
• Excellent written and verbal communication skills, both within the company and externally with clients
• Advanced professional English proficiency (minimum CEFR B2 level required) for daily corporate communication with North American clients.
• Ability to work hours that align with North American standard business time zones.
• Prior experience working with North American companies, nearshore BPOs, or shared services environments is considered an asset.

IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.