• Contacting and successfully negotiating with customers to collect payment on overdue, defaulted or write-off loans, or other payments • Acts as the liaison between creditors and customers through managing overdue accounts • Influence and advise customers on the payment options for debt recovery • Execute strategies for collection processes and procedures, including negotiating payment plans based upon company approved guidelines • Apply the elements of building positive rapport with different types of customers over the phone • Initiate and handle both inbound and outbound calling to collect a debt • Understand the impact of attitude for handling contacts professionally, to include showing empathy, assertiveness, tact and resilience • Achieve set revenue targets and call quality objectives • Use questioning and listening skills that support effective telephone, email, chat and text communication • Understand, adhere to and enforce all corporate policies

• Lead, coach, and develop a global team of Collections Specialists, serving as the primary driver of team performance and culture. • Set the standard—model the behaviors, work quality, and customer approach you expect from the team. • Establish clear performance expectations and hold team members accountable for collection goals and service standards. • Conduct regular 1:1s, coaching sessions, performance reviews, and development planning. • Foster a culture of ownership, professionalism, and continuous improvement. • Oversee collection efforts across past-due customer accounts, stepping in directly on escalated or high-complexity situations. • Review aging reports and collection metrics to identify risks and opportunities; guide the team’s prioritization accordingly. • Personally manage the most complex or sensitive customer escalations when needed. • Support and, where necessary, lead payment plan negotiations and account resolution strategies. • Oversee customer overpayment and credit balance resolution activities. • Oversee month-end close support activities related to AR, ensuring accuracy, timeliness, and compliance with internal control requirements. • Lead audit support activities, providing documentation, explanations, and remediation support as needed. • Ensure consistent application of policies, procedures, and documentation standards across the AR function. • Identify trends and root causes that contribute to delayed customer payments. • Partner with Billing, Sales, Customer Success, Order Management, and Finance teams to resolve recurring issues affecting collections and improve cash forecasting accuracy. • Recommend and implement process improvements that reduce payment delays and improve customer outcomes. • Develop reporting and dashboards to measure team effectiveness and collection performance. • Create and maintain scalable collection procedures and best practices. • Act as a key partner to internal teams in resolving customer payment obstacles. • Provide feedback on customer behaviors, billing challenges, and operational issues impacting collections. • Escalate systemic issues and drive solutions that improve overall collection results.

Title: Associate, Analyst - Credit and Collections Location: 3409-Genpact LLC: California WFH - Virtual, US Full time Job Description: Associate - F&A - I2C Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Roles and Responsibilities: - Billing and Invoicing. - Ensure timely billing execution and billing accuracy. - Monitor, review and update the Customer details in CRM Invoice corrections Credits & Rebills Emails queries/requests from field teams support and drive metrics. - Update work Instructions. Qualifications Bachelors - Accounting, Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Finance Certifications Accounts Payable Certification - F-TecF-Tec, Certified Anti-Money Laundering Specialist (CAMS) - Professional School of Indian Banking (PSIB)Professional School of Indian Banking (PSIB), Certified Fraud Examiner (CFE) - ACFEACFE, Financial Modelling and Valuation Analyst - Corporate Finance Institute (CFI)Corporate Finance Institute (CFI), Microsoft Certified: Power BI Data Analyst Associate - MicrosoftMicrosoft Required Skills Accounting, Accounts Receivable (AR), Accounts Receivable Collection, Accounts Receivable Management (ARM), Banking Capital Markets, Cash Application, Collections Management, Deductions Management Language English Language Proficiency - Proficient - C2 Additional Job Location - Job Type Regular Master Skill List - F&A - I2C Remote Type - Office Work Shift - Day Job (United States of America) The approximate annual base compensation range for this position is: 31,200 to 39,000 USD Work-from-Anywhere Roles – “Los Angeles California-based candidates are not eligible for this role” The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant’s experience, knowledge, skills, and abilities; geographic location; and internal equity. Why join Genpact? • Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter • Make an impact – Help global enterprises solve business challenges that matter • Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead • Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day • Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

• Proactively solicits payment of overdue customer accounts/invoices early in the payment cycle. • Follows up consistently and promptly on customer payment commitments. • Maintains a permanent record of each call made to the customer, documenting specific details of the conversation as well as the amount and date of expected payments. • Monitors slow paying accounts and implements corrective actions. • Determines root causes of customer slow pay and customer disputes working cross functionally to resolve. • Maintains frequent contact with internal partners providing necessary details to improve portfolio performance. • Establish, review, update customer credit limits, payment terms, and risk classifications to balance commercial opportunity with financial risk and comply with all internal control/SOX requirements. • Process credit applications timely to meet internal service-level commitments. • Track customer payments daily and ensure cash posting and offsets are applied accurately to customer accounts per cash posting guidelines. • Assists in the negotiation and establishment of electronic payment formats & remittance details supporting auto-cash initiatives. • Provide collection reports identifying and/or monitoring opportunities to improve AR portfolios. • Prepare and distribute meaningful customer highlights and summaries to business partners to drive collection results. • Support unclaimed property reporting and escheatment processes by reviewing aged outstanding items, reconciling accounts, maintaining documentation, and ensuring compliance with state regulatory requirements. • Other responsibilities and projects as assigned.