Accounts Receivable Analyst

Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM). What you'll do As an Accounts Receivable Analyst you will be responsible for daily contact with our internal / external customers, collecting receivables and reconciling disputes. The right candidate will excel at controlling past due amounts through complex situations while keeping customer goodwill; driving results in a rapidly changing environment and identifying opportunities to reduce manual tasks. This position is an individual contributor role reporting to the Accounts Receivable Supervisor. Responsibility Analyze information and communicates to supervisor as needed to determine next course of action Own customer collections accounts in North America and creates streamlined processes through automation Provide timely resolution of past due and disputed items with customers to ensure continued relationship Collaborate with customer, sales and management to resolve various issues Manage refunds, account adjustments and write offs in accordance with company policies Reconcile customer accounts Maintain detailed records of interactions with customers including follow up dates and next steps Identify resolution of larger scale issues which are negatively impacting customer experience Manage 3rd Party Collections and Bankruptcy in accordance with company procedures Perform other duties as assigned Job Designation Remote : Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time. Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role / job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law. What you bring Basic Minimum of 5 years collection experience Experience with Salesforce or CRM Knowledge and experience working with MS Office Suite including Excel, Access, Oracle, Essbase, SQL and VBA skills Preferred Strong problem-solving skills and ability to maintain confidential financial files Excellent verbal and written communication skills Fluency in Spanish and English in speaking and writing Excellent negotiation skills, ability to gain trust and confidence with customers, management and peers Sense of urgency in delivery and prioritization of tasks Proven history of successful dispute reconciliation / troubleshooting Effectively manage workload to a deadline Ability to identify root cause issues, offer possible solutions and / or next course of action through data analysis Experience working in a public company Knowledge of collection principles with ability to reconcile credits debits Collaborative, positive, team player with commitment to outstanding customer service with external and internal stakeholders Experience working in fast-paced, high volume, high growth atmosphere Experience with Oracle or large ERP Knowledge of standard software BA / BS degree Wage Transparency Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience. Based on applicable legislation, the below details pay ranges in the following locations : California : $27.60 / hour - $38.89 / hour Illinois, Colorado, Massachusetts and Minnesota : $25.24 / hour - $32.78 / hour Washington, Maryland, New Jersey and New York (including NYC metro area) : $25.24 / hour - $35.86 / hour Washington DC : $27.60 / hour - $35.86 / hour Ohio : $23.89 / hour - $31.07 / hour This role is also eligible for the following : Bonus : Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance. Global benefits provide options for the following : Paid Time Off : earned time off, as well as paid company holidays based on region Paid Parental Leave : take up to six months off with your child after birth, adoption or foster care placement Full Health Benefits Plans : options for 100% employer paid and minimum employee contribution health plans from day one of employment Retirement Plans : select retirement and pension programs with potential for employer contributions Learning and Development : options for coaching, online courses and education reimbursements Compassionate Care Leave : paid time off following the loss of a loved one and other life-changing events Work Authorization Notice : Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship. Life at Docusign Working here Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live. Accommodation Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance. Applicant and Candidate Privacy Notice States Not Eligible for Employment This position is not eligible for employment in the following states : Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming. Equal Opportunity Employer It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category. EEO Know Your Rights poster #LI-RemoteBasic Minimum of 5 years collection experience Experience with Salesforce or CRM Knowledge and experience working with MS Office Suite including Excel, Access, Oracle, Essbase, SQL and VBA skills Preferred Strong problem-solving skills and ability to maintain confidential financial files Excellent verbal and written communication skills Fluency in Spanish and English in speaking and writing Excellent negotiation skills, ability to gain trust and confidence with customers, management and peers Sense of urgency in delivery and prioritization of tasks Proven history of successful dispute reconciliation / troubleshooting Effectively manage workload to a deadline Ability to identify root cause issues, offer possible solutions and / or next course of action through data analysis Experience working in a public company Knowledge of collection principles with ability to reconcile credits debits Collaborative, positive, team player with commitment to outstanding customer service with external and internal stakeholders Experience working in fast-paced, high volume, high growth atmosphere Experience with Oracle or large ERP Knowledge of standard software BA / BS degreeAs an Accounts Receivable Analyst you will be responsible for daily contact with our internal / external customers, collecting receivables and reconciling disputes. The right candidate will excel at controlling past due amounts through complex situations while keeping customer goodwill; driving results in a rapidly changing environment and identifying opportunities to reduce manual tasks. This position is an individual contributor role reporting to the Accounts Receivable Supervisor. Responsibility Analyze information and communicates to supervisor as needed to determine next course of action Own customer collections accounts in North America and creates streamlined processes through automation Provide timely resolution of past due and disputed items with customers to ensure continued relationship Collaborate with customer, sales and management to resolve various issues Manage refunds, account adjustments and write offs in accordance with company policies Reconcile customer accounts Maintain detailed records of interactions with customers including follow up dates and next steps Identify resolution of larger scale issues which are negatively impacting customer experience Manage 3rd Party Collections and Bankruptcy in accordance with company procedures Perform other duties as assigned