Collections Specialist

About This Role

The primary responsibility of this role is to ensure the timely collection of client invoice payments. The position will manage the end-to-end cash collection process by leveraging global collection templates and best practices to effectively engage clients and secure payments. Key duties include overseeing collection-related email correspondence, accurately recording all transaction updates in the ERP system, and responding promptly to client and internal business unit inquiries within established service level agreements (SLAs). The role will also proactively initiate and facilitate the resolution of invoice discrepancies or required updates by collaborating closely with both clients and internal stakeholders to expedite payment.

Major Responsibilities/Accountabilities

Prepare and present risk reports to Finance and Sales Leadership monthly, ensuring sales teams receive timely and accurate updates regarding all outstanding risk invoices associated with their accounts.

Perform client account reconciliations and provide statements to clients as required.

Investigate and resolve potential invalid contact information when clients do not respond to communications.

Consistently achieve or exceed monthly and quarterly collection targets.

Maintain a thorough understanding of, and comply with, all corporate guidelines related to pricing, legal matters, product standards, SOX compliance, and country-specific regulations.

Proactively participate in Team NCVI projects aimed at enhancing invoice accuracy and presentation, as well as improving collection efficiency.

Offer recommendations for departmental improvements in alignment with company and departmental objectives.

Demonstrates strong self‑motivation, reliability, and accountability while solving problems that require thoughtful analysis and creative solutions.

Effectively adopts and applies new tools, technologies, and methodologies to improve outcomes and efficiency.

Collaborates actively across diverse, cross‑functional teams and adapts communication styles to meet the needs of different stakeholders and situations.

Accurately and promptly document collection notes in Oracle Fusion based on incoming client communications, adhering to global standards and established SLAs.

Retrieve and provide clients with copies of requested documentation in a timely manner.

Identify and engage the appropriate internal departments and stakeholders to update or reissue invoices as needed, based on information received from clients or their designated sales representatives. Relevant teams may include, but are not limited to, Order Management, Portal Team, Contract Administration, Deal Hub, Revenue, and Deal Operations.

Escalate and reassign transactions that meet global risk criteria to the appropriate stakeholders for further action.

Initiate collections inquiries using approved email templates to contact clients and obtain payment commitments for overdue invoices, at a minimum frequency of every 15 days or as directed by management.

Upon completion of invoice updates, ensure the client receives the revised invoice copy directly or coordinate with the Portal Team to submit the updated invoice to the client within 48 hours.

Escalate to Collections Management for any invoice delays that fall outside of Order Management and Billing SLAs.

Respond to sales team inquiries within established SLAs.

Technical/Professional Skills & Competencies

Proficient in all Microsoft Platforms. Oracle and CRM system knowledge is a plus.

3 or more years of related office experience in one of the following areas: Customer Service, Collections, Sales Support.

Excellent oral and written communication skills, with the ability to engage diverse audiences across levels, cultures, and geographies; a strong listener with exceptional interpersonal, tact, and customer service skills who builds trusted business relationships.

Highly self‑directed with strong initiative, excellent time management, and the ability to perform effectively in fast‑paced, high‑pressure, and constantly changing environments while meeting tight deadlines.

Detail‑oriented with strong analytical and problem‑solving skills; a collaborative, reliable team player who contributes effectively to team settings.

Education/Certifications

High School Diploma, or equivalent work experience preferred.

What We Offer

At Gartner, we provide more than just a job; we offer an exceptional work environment with significant potential for rapid advancement. Our associates enjoy a comprehensive compensation and benefits package, including:

Outstanding Work Culture: Immerse yourself in an upbeat, positive culture where integrity, objectivity, collaboration, and results are paramount. Our no-limits mindset drives us to achieve great things together.

Career Development: We are committed to helping you meet your professional goals and advance within the company. Your growth is our priority.

Industry-Leading Training: Gain exposure to top-tier training and development programs designed to enhance your skills and knowledge.

Performance-Based Recognition: Enjoy recognition and rewards based on your performance, motivating you to excel and achieve your best.

Flexible Work Environment: Benefit from a flexible work environment that supports work-life balance and accommodates your needs.

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Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 20,000 associates globally who support over 13,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

Gartner is the world authority on AI

At Gartner, you’ll join a company at the very center of the AI revolution. Gartner has proactive, objective guidance throughout clients’ AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. You’ll have access to unmatched resources, expertise, and technology, and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.

It’s an exciting time to be at Gartner, with limitless opportunities to make a real impact, grow your skills, and build a lasting, meaningful career in a field that’s reshaping the way we operate. If you’re passionate about AI and want to be part of a team that’s guiding the leaders who shape the world, Gartner is the place for you.

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you