Shell Business Operations

Analyst - Credit Debt Collection

Krakow (City)
Not disclosed
26 May 2023
26 Jun 2023
Approved employers
Approved employer
Contract type
Full time
Experience level
Qualified accountant

The Role


The purpose of this role is to ensure that the cash flow generated through operating activities with our customers is protected, and bad debts are minimized.

  • Responsible for the follow-up and coordination necessary to ensure that all unresolved/unpaid debit and unallocated cash/credits on a customer's accounts receivable are worked to conclusion with payment or internal adjustments regardless of how these items occur.
  • To work on all areas of the cash allocation activities within own DC scope (i.e. account reconciliation, remittance advice, preparation of refund etc.)
  • Responsible for performing both reactive and proactive Credit Control. Recognize "root cause" debt collection issues and correct
  • Negotiate remedies to improve debt collection result - to keep KPIs at a minimum.
  • Resolve simple to complex problem account workouts, weigh options vs risk and control any new exposures.
  • Take part in resolving issues on high risk or high exposure accounts when required.
  • Provide support to the Team Manager/Supervisor.
  • Proactive in escalating to the business any customer payment issues in order to mitigate risks.

Principal Accountabilities

Accounts Receivable Management

  • Make proactive calls to predefined customers & ensure that customer debts are collected in line with contracted payment terms and in accordance with Downstream Credit Manual
  • Review current order and delivery values on customers account to ensure that they are within approved credit limits.
  • Must match payment terms to customer payment habits while maintaining standards for business segment. Negotiate pay-out on delinquent accounts.
  • Adhere to the escalation process in carrying out the debt collection activities
  • Investigate payment discrepancy reason if the customer fails to provide it in their remittance data.

Accounts Receivable – Interest, Dunning & blocking (as per MOA)

  • Conduct the process of charging interest, and document the authority’s decision.
  • Run dunning process manually, and review the dunning proposal. Request approval to exclude from dunning & document the authority’s decision.
  • Responsible for managing credit blocked orders if delinquency debt is a root cause of it. Assists Credit Manager in decision making by proactively providing customer facts on the current credit standing.
  • Prepare customer refunds, write offs, write ons and account clears in their own area of responsibility (individual DC portfolio)
  • Allocations of incoming receipts on own customer accounts
  • To deal with and follow up on current and aged unallocated cash items on own customer accounts

Accounts Receivable – Reconciliation

  • Ensure all debits and credits on a customer's accounts receivable statement of account is worked to conclusion with payment or internal adjustments.
  • Responsible for the reversals of allocation in compliance with the set controls and policies.

Customer Service

  • Acknowledge receipt of complaint with customer, investigate & resolve the complaint.
  • Participate in sales meetings to agree strategies for customer engagements.
  • Weigh risk/reward when recommending corrective actions, know limits and negotiate win/win solutions.
  • Having the ability of meeting with the customers to discuss a range of issues but still maintain a solid relationship wherever possible.

Dispute Process

  • Raise dispute tickets for full invoices or as requested by the customer as a result of a collection call and monitor resolution in accordance with the defined SLA.
  • Create dispute ticket for short payments.


  • Conduct customer visits if required.
  • Keep up-to-date on issues by attending regular discussions and business account reviews with the Credit analysts and Sales teams. Maintain and foster good working relationships with Sales, the business and with relevant FO business partners.
  • Manage to MoA requirements at all times & ensure compliance to relevant policies (DS Credit Manual, Collection Template, MoA) and applicable SOX and Business controls.
  • Responsible for ensuring credit controls are adhered to and complied with
  • Recognizing financial risks through the performance of provisioning of doubtful debts in accordance to credit guidelines

Special Challenges

This role will have an exposure to business leaders and third party customers. Have the ability to meet or discuss with customers over the telephone / email, issues concerning non-payment of debts whilst still trying to maintain our relationship wherever possible. The ability to negotiate effectively while maximizing commercial opportunities and taking acceptable risks is required, together with strong, but firm interpersonal skills. . Must be comfortable in managing difficult and emotional interactions. This will require creating very good working relationships with the local Credit Team, OTC, Sales and other FO business partners.

To ensure that the allocation of cash to customers’ accounts is booked accurately, and in a timely manner

Qualifications & Experience Required

  • Must have credit control or accounts receivable experience and working knowledge of debits and credits
  • Self-Starter - This role requires a results driven, focused team player, with strong drive who is able to work effectively, acting on their own initiative without regularly needing to be told what to do
  • Decision making - ability to support the decision with factual evidence.
  • Resilience - the ability to maintain & enhance work effectiveness in the midst of a fast-paced, high-pressured and continuously changing environment.
  • Communication - can communicate with confidence and clarity, both written & verbal, in the required language of the OU being supported.
  • Influence/Negotiating - Have credibility and be able to negotiate with customers face to face and over the telephone /email whilst valuing the customer relationship wherever possible & be able to support the sales organization in debt collection matters.
  • Must be fully experienced in multi-tasking while keeping key priorities in focus


Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.

For further information, and to apply, please visit our website via the “Apply” button below.

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