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Collections Specialist (Escalations)

Req id:  37497

Waterloo, ON, CA



As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 



The Opportunity

Reporting to the Sr. Manager, Collections, the Collections Specialist (escalations) brings their extensive experience in global collections to deliver on collections targets. This person has a passion for delivering the best-in-class customer experience in the Order-to-Cash function.  



You Are Great At

  • Timely resolution of escalated collection issues, including ensuring accurate customer information is maintained.
  • Completing account reconciliations as required.
  • Partnering with your peers to support collections/escalations activities as required to ensure a timely resolution.
  • Encouraging knowledge sharing and support team members with existing processes/practices along with any changes to align with best practices.
  • Accurately evaluate the likelihood of collectability of disputed/contentious items to flag as “at risk” accounts to your leader with recommendations for resolution.
  • Partner with key stakeholders as required to ensure timely resolutions (Billing, Sales, Legal).
  • Assist your leader in other project/initiatives as assigned to deliver on best-in-class process and practice for the Cash Collections function.
  • Assign escalated accounts to your team members, act as a triage person.
  • Co-ordinate with our external 3rd party agencies



What It Takes

  • Minimum 3-5 years’ collections experience, preferably global B2B and in software services/high tech
  • Strong customer service mindset with the ability to problem solve escalated situations
  • Excellent written and verbal communication and negotiation skills, specifically with Sales and External Customers
  • Strong organization and time management skills, with demonstrated success managing multiple priorities
  • Strong working knowledge of SAP and of Microsoft Office Excel
  • Self- starter with a continuous improvement mindset
  • Strong team player, understanding that you deliver as a team and it is always best when you collaborate to find solutions to problems.
  • Demonstrated ability to drive a culture of learning with your peers and help them to be resilient in a continuously changing environment.



OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at

We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose. 

We create economic growth that is inclusive and sustainable. 

The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology. 

We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

We set high standards and exceptions, to learn, to be better. 

We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet. 

We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

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