Suspense/Collections Analyst
Location: Calgary, AB
Term: 1 Year Contract (with potential for extension)
Schedule: Monday to Friday, In Office
About the Role
The Suspense / Collections Analyst is responsible for managing delinquent and high-risk customer accounts through the full recovery lifecycle. This role supports collection activities, suspense account management, third-party collection agency coordination, bankruptcy administration, write-offs, recoveries, and financial controls.
Working closely with Credit, Collections, Finance, Sales, Legal, and external agencies, the Analyst helps maximize cash recovery, minimize bad debt exposure, and ensure compliance with company policies and financial control requirements.
Responsibilities
- Manage a portfolio of delinquent customer accounts and prioritize collection activities based on risk, aging, and recovery potential.
- Contact customers to investigate non-payment issues, secure payment commitments, and maintain accurate collection records.
- Monitor account activity, including aging, NSF events, payment trends, and credit-term compliance.
- Maintain detailed account documentation and collection notes within SAP and other receivables systems.
- Escalate emerging credit risks and recommend appropriate actions to Credit Advisors.
Suspense & Recovery Management
- Manage accounts transferred to Suspense following unsuccessful collection efforts.
- Review account documentation and collection history to support recovery activities.
- Develop and execute recovery strategies for delinquent and uncollectible accounts.
- Monitor aged balances and coordinate escalations involving legal recovery actions.
- Support bankruptcy proceedings, proof-of-claim submissions, and communications with trustees and legal representatives.
Collection Agency Administration
- Assign eligible accounts to approved third-party collection agencies.
- Monitor agency performance and recovery progress.
- Review and reconcile agency statements, commissions, fees, and collections.
- Investigate and resolve payment discrepancies and billing issues.
- Support compliance with contractual requirements and collection agency performance standards.
Write-Offs, Recoveries & Financial Controls
- Prepare and process customer account write-offs in accordance with company policies and approval authorities.
- Compile supporting documentation for write-off approvals.
- Process approved write-offs and recoveries within SAP and supporting credit systems.
- Maintain documentation supporting write-off decisions, approvals, and recoveries.
- Support ongoing recovery efforts for written-off accounts where collection opportunities remain.
Reporting & Stakeholder Collaboration
- Support bad debt, recovery, write-off, and allowance reporting activities.
- Validate financial transactions and account reconciliations for accuracy and completeness.
- Analyze trends related to delinquency, recoveries, write-offs, bankruptcy activity, and collection agency performance.
- Maintain documentation supporting audit and internal control requirements.
- Partner with Credit, Collections, Finance, Legal, and business stakeholders to address collection challenges and recovery strategies.
- Identify process improvement opportunities that enhance controls, reduce risk, and improve recovery outcomes.
Qualifications
- Legally entitled to work in Canada.
- Diploma or Degree in Accounting, Finance, Business Administration, or a related discipline, or equivalent relevant experience.
- Experience in Accounts Receivable, Collections, Credit, Finance, or Recovery Operations.
- Strong understanding of collections, delinquency management, bad debt, recoveries, and write-off processes.
- Experience with SAP/SAP S/4HANA and receivables or credit management systems is considered an asset.
- Strong analytical, reconciliation, and problem-solving skills.
- Ability to investigate complex account issues and provide well-supported recommendations.
- Strong communication and stakeholder management abilities.
- Proven ability to manage multiple priorities while maintaining accuracy and strong financial controls.
Key Competencies
- Accounts Receivable & Collections
- Debt Recovery & Suspense Management
- Credit & Financial Risk Awareness
- Financial Analysis & Reconciliations
- Bad Debt & Write-Off Administration
- Customer Communication & Negotiation
- Problem Solving & Investigation
- Audit & Internal Controls
- Attention to Detail
- Stakeholder Collaboration
- Process Improvement
- Sound Judgment & Escalation Management
This position requires a detail-oriented and analytical professional who can effectively balance collection performance, financial controls, and stakeholder collaboration while managing higher-risk customer accounts.
