• Plan and structure collection campaigns and contact sequences, defining workflows, channels and the most appropriate approaches. • Segment and prioritize members based on profile and delinquency level, directing more targeted strategies. • Analyze data and KPIs, monitor results to guide decisions and continually refine strategies. • Implement and enhance collection models and methodologies to improve effectiveness and scalability. • Monitor the performance of collection initiatives — including campaigns, customer service and branch operations — and drive continuous improvement.

• Identify and implement automation and AI use cases across payment allocation, dunning, and fraud detection • Manage and continuously improve payment flows, refunds, and outstanding receivables • Build a fact-based understanding of payment behavior and anomalies (fraud patterns) • Work closely with Customer Service, Legal, Billing for damages, and IT to develop integrated solutions • Collaborate with external market partners, such as Crefo in markets outside Germany, to improve credit assessment processes

Role Description This position involves overseeing and resolving credit card chargeback conflicts, including those involving PayPal and Bon Voyage, to guarantee prompt and precise reactions to all disputes. The role will require creating monthly spreadsheets for JNR (a collection agency) with necessary documentation and producing balance due letters for outstanding balances on board. Moreover, the position will involve generating biweekly statements for receivables related to reservations and onboard accounts. - Responding to credit card chargeback and dispute situations, including those involving PayPal and Bon Voyage. - Supplying the required supporting evidence via banking websites to guarantee each case is resolved accurately and on time. - Accountable for the preparation of monthly spreadsheet for JNR (collection agency), ensuring that all required supporting documentation is accurately compiled and included. - Overseeing & conducting thorough research on daily PayPal inquiries, taking full accountability for transactions requiring further investigation. - Responsible for generating biweekly balance due letters for onboard balances and biweekly receivable statements for reservations and onboard. - Processing the daily Payment Gate payment exceptions, ensuring prompt and precise resolution of any issues. - Conducting research and responding to email inquiries regarding PaymentGate and FunShip Pay payment transactions. - Providing assistance in the preparation of monthly chargeback and collection reporting, ensuring accuracy and timely delivery. Qualifications - A Bachelor's degree in Accounting, Finance, Business Administration, or a related field is required. - A minimum of 5 years of experience in Accounting related to credit card processing, cash applications, or a related finance role, with a focus on chargebacks, disputes, and payment reconciliation. - Proven experience in handling credit card chargebacks, payment exceptions, and working with collection agencies or external debt collectors. - Solid understanding of financial systems, accounting processes, and payment processing platforms such as PaymentGate, FunShipPay, PayPal, and Bon Voyage. - At least 3 years of experience in operations, preferably in crew manning. - Proficiency in Microsoft Office (Excel, Word, PowerPoint). - Technical experience in ERP Accounting System. - Must be amenable to work in EST. Company Description

Role Description We are looking for a Credit and Collections Analyst to work alongside our team, reaching out to customers across regions to collect on overdue balances, reconcile accounts, assist with Collections Analyst escalations, and work cross-functionally to ensure disputes are raised and resolved in a timely manner. The role also involves credit assessments of new and existing customers to decrease financial exposure and support revenue growth. This is a fast-paced position for an excellent communicator who thrives on cross-functional collaboration and is comfortable being managed remotely. Your key responsibilities - Support cash collections for delinquent customers by reaching out directly to resolve unpaid balances. - Assist with Collections Analyst escalations by providing guidance and support, serving as the secondary escalation point for API collections issues. - Conduct credit assessments for customers to support revenue growth while minimizing financial risk. - Liaise with Sales, Carrier and Customer Support teams to assist with internal and external Finance-related queries. - Perform periodic and ad hoc reconciliation of customer accounts to resolve variances and payment delays. - Manage account netting processes, collaborating with AP and customers to reconcile transactions. - Partner with the tax team to support and coordinate local tax and withholding tax requirements. - Ensure Finance-related processes are adhered to for SOX compliance and efficient business operations. - Generate weekly and monthly Accounts Receivable (A/R) reports for executive review. - Assist with process improvement projects to enhance collections outcomes. Qualifications - Minimum 5 years of relevant experience in Finance and Collections, preferably for a US company. - Demonstrated expertise in managing and reconciling complex netting accounts. - Experience in multi-currency billing and the full order-to-cash (OTC) cycle. - Experience in robust control environments, preferably SOX. - Proficiency with BI tools, preferably Tableau, and comfort working with high volumes of financial data. - Advanced user of Microsoft Excel and Google Sheets for ad hoc reporting. - Strong problem-solving skills with the ability to prioritize, multitask and communicate effectively. Requirements - Fluency in Mandarin, in addition to English (considered a plus). - Experience in communications products or similar complex, high-volume transaction businesses (considered a plus). - Experience using Zuora and/or Oracle Fusion Advanced Collections (considered a plus). - Commercially minded with a sense of humour and a can-do attitude (considered a plus). Benefits There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you. Company Description Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.