Credit Holds Disputes Analyst

Role Summary Serves as the primary point of resolution for credit hold cases within the Order-to-Cash Resolution (OTC-R) organization. Responsible for assembling account exposure details, aging, and payment history; reconciling invoices and unapplied cash; and determining whether holds can be released within established credit policy guidelines. Performs targeted outreach to customers and commercial stakeholders for payment confirmation or required documentation. Requires foundational credit knowledge, sound judgment, and professional communication skills to balance revenue enablement with financial risk controls. Key Responsibilities Credit Hold Case Management Pull credit hold details and account data from ERP systems. Review account exposure, aging, unapplied cash, and payment history. Compare invoices, payments, and credit indicators to determine release eligibility. Release holds within delegated authority when policy criteria are met. Risk Assessment & Policy Application Interpret account history and payment activity to assess financial risk indicators. Apply credit policy guidelines consistently and document rationale for decisions. Identify patterns of late payment, disputes, or exposure concerns and flag risks to leadership. Escalate high-risk or policy-exception cases appropriately. Customer & Commercial Communication Contact customers for remittance details, documentation, or clarification on payment timing. Communicate hold status and release decisions clearly to Sales and Order Management stakeholders. Select appropriate outreach approach for time-sensitive or sensitive cases. Support revenue continuity while maintaining policy compliance. Documentation & Continuous Improvement Maintain accurate case records for audit and trending purposes. Ensure system updates are completed promptly following hold decisions. Identify recurring hold triggers and recommend upstream improvements. Participate in ongoing learning related to credit mechanics and risk indicators. Key Executive Partners Sales (Field Representatives, Order Managers, OTC Leads) Customer Service Finance / AR / Billing Digital / IT (SAP, ServiceNow) Customer Master Data Key Metrics First-Level Hold Resolution Rate Average Time to Clear Holds SLA Adherence (% Resolved Within Target Window) Escalation Rate Customer Satisfaction Review and Reaction Time to New Holds Expected Time Allocation Issue Management – 60% Cross-Functional Collaboration – 20% Learning & Documentation – 20% Qualifications Bachelor's degree in Business, Finance, Accounting, or related field preferred. 1–3 years of experience in Order to Cash, Credit, Accounts Receivable, or related operational role. Foundational understanding of credit policy, account aging, payment application, and exposure indicators. Experience working in ERP systems (e.g., SAP) and case management platforms (e.g., ServiceNow). Ability to interpret financial data and apply policy-based decisions. Strong written and verbal communication skills. Ability to operate in a customer-facing capacity. A trusted partner at nearly three million customer locations, Ecolab (NYSE:ECL) is a global sustainability leader offering water, hygiene and infection prevention solutions and services that protect people and the resources vital to life. Building on a century of innovation, with an annual sales of $15 billion and more than 48,000 associates, Ecolab delivers comprehensive science-based solutions, data-driven insights and world-class service to advance food safety, maintain clean and safe environments, and optimize water and energy use, and improve operational efficiencies and sustainability for customers in the food, healthcare, life sciences, hospitality and industrial markets in more than 170 countries around the world. When you come to work at Ecolab, you get to take on some of the world's most meaningful challenges and have the opportunity to learn and grow, shape your career, make an impact and quickly see the importance of your work. For more Ecolab news and information, visit www.ecolab.com.