About the role
About Dialpad Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage. Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved. Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile. Being a Dialer At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more. We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves. We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic . Your role As a Collections Analyst, you’ll own your customer account portfolio and help us achieve our company's financial goals. You’ll work closely with the billing, revenue, orders, and customer success teams to review each account, determine the best way to approach the client, and then execute the plan to bring in the maximum number of timely payments. You’ll also help create and implement new processes to improve our collections strategies. The ideal candidate for this position can work as part of a dynamic team and in a fluid, dynamic environment. What you’ll do You will monitor your portfolio of customer accounts for non-payments, delayed payments, and other irregularities. You will be our technical expert for all queries regarding customer payments and incoming collections on your portfolio. You will be able to provide the organization with in-depth collections and cash analysis for your portfolio. You will partner with Customer Success, Billing & Management teams to appropriately escalate collection issues related to services, contracts, billing disputes, or customer financial concerns. You will help create and implement new processes to improve our collections strategies. You will provide recommendations for process improvements or system integrations that can help streamline analysis. You will assist with the implementation of new software to drive collection & cash improvements. Applies payments initiated through lockbox, ACH, and wire to respective customer accounts. Posts adjustments to respective customer accounts. Managing invoice disputes in accounts receivable. Skills you’ll bring 3+ years of Collection experience in a fast-paced high-growth environment, preferably in a SaaS company.Bachelor’s degree in business or accounting-related field.Fast learner & self-starter with a problem-solving mentality ready to roll up their sleeves and tackle new challenges. Accounting software experience including the accounts receivables and cash modules Tools like NetSuite, Zendesk, and G-suite are a plus. Strong written and verbal communication skills. Intermediate Excel skills (lookups, pivots). Ability to work independently and prioritize multiple projects effectively. Brings a strong work ethic; takes the initiative and thinks creatively to get the job done.
