Collections Representative

The Collections Representative plays a vital role within the Shell Energy Solutions Collections team, supporting the management of customer accounts and the timely collection of outstanding balances from commercial and industrial energy customers.

Through proactive customer engagement and effective problem-solving, this role helps ensure a positive customer experience while contributing to the company's goals of maintaining healthy cash flow and minimizing credit risk.

This is an exciting opportunity to make a meaningful impact within a growing B2B energy organization. We are seeking a customer-focused and results-driven professional who enjoys building relationships, resolving complex billing and payment concerns, and working collaboratively across teams.

Responsibilities

• Manage and monitor a portfolio of commercial and industrial customer accounts to ensure timely collection of outstanding receivables and achievement of collection targets.
• Proactively contact customers by phone and email to collect overdue balances, negotiate payment commitments, and resolve delinquent accounts.
• Perform detailed account analysis, research, and reconciliations to identify and resolve payment discrepancies, unapplied cash, billing issues, and account variances.
• Investigate and address customer concerns related to invoices, payments, credits, and account balances, working to achieve prompt resolution and payment.
• Respond professionally and efficiently to customer inquiries, payment-related issues, and escalations while maintaining a high standard of customer service.
• Partner with Sales, Billing, Credit, Account Management, and other internal stakeholders to resolve disputes, remove barriers to payment, and reduce account delinquency.
• Monitor customer payment trends and account activity to identify potential credit risks, escalating concerns and recommending appropriate actions when necessary.
• Establish, monitor, and follow up on payment arrangements to ensure customers meet agreed-upon commitments.
• Maintain accurate and detailed documentation of collection activities, customer communications, payment commitments, disputes, and resolution efforts within financial and customer management systems.
• Ensure compliance with company policies, internal controls, regulatory requirements, and established collections procedures.
• Prepare and maintain reporting, account status updates, and other collections-related metrics as required by management.

Requirements

• Experience in B2B collections, accounts receivable, credit management, or a related finance function.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Excellent written and verbal communication skills, with the ability to build positive relationships and deliver a great customer experience.
• Proficiency in Microsoft Excel, including functions such as data filtering, lookups, and pivot tables.
• Experience working with financial or ERP systems such as SAP, Oracle, or similar platforms.
• Ability to prioritize tasks and manage competing deadlines in a dynamic environment.
• Strong collaboration and stakeholder management skills, with the ability to work effectively across teams.
• Self-motivated and able to work independently while taking ownership of outcomes.
• Experience within the energy, utilities, or related industries is an advantage but not required.
• Fluent in English, with strong verbal and written communication skills.
• Experience supporting global or geographically diverse teams is beneficial but not essential.
• Willing to work on a US-based schedule, from 9:00 PM to 7:00 AM Philippine Time.

What we offer

• Progress as a person as we work on the energy transition together.
• Continuously grow the transferable skills you need to get ahead.
• Work at the forefront of technology, trends, and practices.
• Collaborate with experienced colleagues with unique expertise.
• Achieve your balance in a value-led culture that encourages you to be the best version of yourself.
• Take advantage of a hybrid work environment, allowing you to balance remote work and in-office collaboration.
• Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organization to become one of the most diverse and inclusive in the world.