RESEARCH & DISCOVERY

Collections workflows lacked real-time visibility into payment activity, resulting in delays, miscommunication, and a high volume of unapplied cash. Incoming remittances were inconsistently reviewed, and collections agents had limited ability to take proactive action on payment issues.
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STRATEGY MAPPING

I introduced a structured approach to daily payment review, positioning collections agents as the first line of review for incoming payments. To improve collaboration, daily communication channels were established between the Collections and Cash Application teams. Focus was also placed on segmenting efforts by customer risk and aging buckets.
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PROCESS ENGINEERING

• Embedded daily payment review as a core collections activity
  
• Implemented phone outreach and follow-ups based on remittance gaps
  
• Defined clear order and delivery block/unblock rules by risk profile
  
• Launched an aged debt recovery initiative for complex, long-outstanding cases
  
• Aligned teams through daily syncs to address unresolved cash and remittance issues
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TESTING & ITERATION

Performance was tracked through overdue AR and unapplied cash levels. Workflow effectiveness was refined through feedback from both collections and cash teams, while remittance error patterns informed further customer education efforts.
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THE SOLUTION

• Daily payment review & proactive outreach
  
• Collections and cash teams aligned through real-time collaboration
  
• Phone-first collections and customer re-education on remittance processes
  
• Structured aged debt recovery campaign with clear performance targets
  
  

THE OUTCOME

• 82% reduction in overdue accounts receivable
  
• 64% reduction in unapplied cash
  
• Improved cash flow velocity and resolution time
  
• Stronger cross-functional alignment and process accountability