An Accounts Receivable Analyst plays a crucial role in managing MRI’s receivables and ensuring that all outstanding invoices are paid promptly.

Primary Responsibilities:

These responsibilities ensure that AR Analysts effectively manage accounts receivable, resolve billing issues, and maintain accurate records while providing excellent client service.

Account Management:

• Client Facing Role: Contact clients via phone, teams’ meetings and email to secure the balance of open receivables.

• Client Relationship: Maintain positive relationships with clients by addressing any billing inquiries or disputes promptly and professionally

• Support client calls, providing constant contact and updates (both internal and external) from engagement to resolution.

• Record and update client billing addresses and contact information.

• Maintain clear and effective communication with clients and internal teams to ensure smooth operations.

• Collaboration: Work closely with other departments, such as Sales, Legal, Professional Services, and Finance, to align accounts receivable activities with overall business goals.

Collections:

• Perform proactive collection activities to collect on open invoices and minimize bad debts and maximize cash flow.

• Invoice Management: Distribute invoice copies and aging statements to clients by request, in a timely manner.

• Monitor client account details for non-payments, delayed payments, and other irregularities.

• Follow standard collection strategies to recover outstanding debts, with a minimum of 3 email outreaches to clients in addition to a client call/meeting prior to proceeding to determining next steps for deactivation or sending to outside collection agencies.

• Evaluate client’s payment history and outstanding balances to determine if suspension of access is warranted.

• Communicate with the client regarding the impending suspension, providing a clear explanation and deadline for payment to avoid suspension.

• Coordinate with Deactivations and Support team to suspend access if client fails to meet the payment deadline.

• Identify clients who have breached their payment terms or contractual obligations.

• Document all communications and actions taken regarding the breach, including attempts to resolve the issue amicably.

• Assess the clients account to determine if it should be sent to an outside collection agency based on the amount owed and the duration of the delinquency.

• Prepare breach documentation by 3rd business day of month, inclusive of aging reports, open invoice copies, accelerated invoice and worksheet, notifying the Deactivations team and sales team.

• For confirmed terminated clients, complete at least one valid client email outreach informing the client they will be sent to outside collection agency if payment is not received by a specified date.

Reconciliations:

• Reconcile the accounts receivable ledger to ensure all payments are accounted for.

• Upon client request, reconcile client accounts to ensure all payments are accurately recorded and any discrepancies are resolved.

• Research client billing disputes and discrepancies, escalating issues to the proper internal department when necessary.

Tickets:

• Accurate Capture: Ensure that clients issues or requests are accurately captured through phone calls, emails or tickets.

• Clear Documentation: Create tickets that clearly outline the problem or query, including all relevant information gathered from the client.

• Categorization: Use predefined criteria to categorize tickets based on factors like urgency, impact, client and task type, working in First In, First Out (FIFO) order, unless escalated by leadership.

• Routing: Ensure tasks are routed to the most appropriate individual to expedite the resolution process.

• Thorough Investigation: Conduct thorough investigations by gathering additional information, analyzing data (CRM’s, Contracts, prior billing data), performing necessary diagnostics to pinpoint the root cause of the problem.

• Effective Solutions: Provide solutions that will resolve the client’s issue or complete their request.

• Client (Submitter) Communication: Communicate the resolution clearly to the submitter and ensure they understand the steps taken to resolve their issue.

• Feedback Collection: Collect feedback from the submitter to ensure satisfaction with the resolution provided.

• Proper Closure: Ensure that tasks and tickets are properly closed, adhering to SLA, once the issue is resolved and the client is satisfied.

• Documentation: Document the resolution process within the ticket and using internal work notes, close notes and email attachments and any relevant information for future reference.

• Proactive Measures: Take proactive measures to prevent recurring issues and improve the ticket support and resolution process.

Escalation Handling:

• Handling escalations: This is a critical part of ensuring that financial operations run smoothly and that client issues are resolved promptly. Collaborate with your team lead and/or manager to work through escalations.

• Identify escalations: Recognize and categorize issues that require escalation based on the severity of the impact on the client and business.

• Communication: Act as the primary point of contact for escalated issues, maintaining clear and consistent communication with all stakeholders involved in the escalation process, keeping everyone informed of the status and resolution of issues.

• Resolution Collaboration: Collaborate with relevant departments such as Sales, Legal, Finance, and Client Support to gather necessary information and resources to resolve escalated issues.

• Documentation: Maintain detailed records of all escalated issues, including the steps taken to resolve them and any follow-up actions required.

• Root Cause Analysis: Conduct root cause analysis for recurring issues to identify underlying problems and propose long term solutions.

• Reporting: Prepare and present reports on escalated issues, highlighting trends, resolution times, owners and areas for improvement.

• Timeliness: Address escalated issues promptly to minimize disruption to business operations and maintain client satisfaction, providing regular feedback to keep stakeholders informed of progress.

• Professionalism: Handle all escalations with a high level of professionalism, maintaining a positive and constructive attitude even in challenging situations.

• Problem Solving: Demonstrate strong problem-solving skills by identifying effective solutions to escalated issues and preventing their recurrence.

• Skills & Other Requirements

  • Bachelor's Degree or equivalent work experience

  • Strong attention to detail and problem-solving skills

  • Great communication skills

  • Experienced with Microsoft Excel and Outlook

  • Knowledge of Intacct, NetSuite, or Salesforce is not necessary but is preferred

  AR Analyst III

  • Collections for Enterprise/Strategic Clients

  • Collections portfolio of $10M+

  • Independent handling of client escalations, facilitate and lead meetings with leadership and other internal stakeholders.

  • Minimum 2 years of experience as AR Analyst II

  • Minium 8 years of relevant experience