Credit & Collections Specialist

When you join Gartner, you become part of a dynamic and fast-growing team dedicated to making the world smarter and more connected. As industry leaders, we achieve double-digit growth by empowering clients with unparalleled business and technology insights, enabling them to make informed decisions. Our associates thrive in a collaborative work environment that offers exceptional training and career development opportunities, along with unlimited growth potential. If you enjoy working with a generous, supportive, and high-performing team, Gartner is the place for you. 

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.