Senior Collections Analyst

The Collections function within Credit Risk & Receivable Collections is responsible for managing collections from hotel partners across various product offerings. As the team continues to expand, we are looking for a Senior Analyst to join our dynamic in-house team. This role offers the chance to collaborate with colleagues across different functions and help drive operational excellence. The Collections team plays a vital role in ensuring smooth financial operations and building strong relationships with hotel partners.

As a Senior Analyst in receivable collection, you will work closely with hotel partners to manage the collection of commissions and marketing campaign fees from Agoda’s partner. This role is crucial to the financial health of Agoda. As an individual contributor, you will coordinate with various stakeholders across Agoda, contributing to and improving operational and collection efficiency in your domain. You will also collaborate with internal stakeholders to implement value-added ideas and work on other important projects within the team.

• Manage a portfolio of outstanding receivables through persistent follow-ups and prompt dispute resolutions
• Recover overdue payments from partners via calls and emails
• Meet and exceed assigned collections rate and outreach targets
• Establish direct contact with hotel owners/management personnel to negotiate and ensure prompt collection of outstanding balances while maintaining relationships
• Provide necessary support to partners to facilitate timely payments
• Monitor, update, and manage invoice statuses in the CRM system
• Respond to partner inquiries via email within required turnaround times
• Follow standard operating procedures for handling disputes and discrepancies
• Work closely with the Pay-in team to provide evidence of payments
• Identify and escalate cases to a partner Debt Collection Agency if overdue amounts remain uncollected
• Identify and resolve pain points in the collection workflow by implementing best practices with relevant stakeholders
• Assist with operational activities, including report preparation and data submissions

• Minimum of 5 years of experience in B2B debt collection, with a total of 5-10 years in the field
• Preferred background in collections within the finance or tourism industry
• Strong negotiation skills with excellent problem-solving abilities and communication skills
• Highly organized, detail-oriented, and proactive
• Confident and takes ownership of tasks
• Approaches challenges with passion, innovation, determination, and decisiveness
• Ability to work efficiently and independently in a fast-paced environment
• Quick learner aligned with Agoda values
• Proficiency in Microsoft Excel and other relevant software tools