• Research Coordinator, Collections

    Job Location(s) US-PA-Royersford
    Requisition #
  • Overview

    Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www.ironmountain.com for more information.
    Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.
    Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

    Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people.  Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.


    Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.


    Job Summary:
    The Research Coordinator is responsible for coordinating research activities and may assist in resolving disputes. The coordinator may assist in completing full account reconciliations for IM’s delinquent customers.  They will collaborate with the assigned collector and may contact the customer directly to determine the barrier(s) preventing payment.  .They will work closely with the Billing and Cash Application teams to ensure processes and policies contribute to accurate invoicing and payment posting.  At times, if required, the incumbent may be required to reach out to the other IM staff for key accounts as a part of the research and escalation process and/or obtain appropriate contact information for the account. 


    Primary (P) or Secondary (S)

    Key Responsibilities

    % of Time Spent:


    A.    Assist in researching, and resolving complexity disputes for IMs delinquent customers. May require assistance from a Research Analyst to address more complex issues. Incumbent will identify and utilize various communication channels to ensure timely updates to various levels of the organization in an attempt to mitigate and resolve the disputes.

    B.    Will assist reconciling customer’s AR accounts, when a discrepancy is identified. This person will identify root cause issues on the account which is critical in preventing recurring issues that present risk to our customers and the Iron Mountain brand. .



    C.    Communicating resolution of disputes to customer and internal IM parties. Escalates more business risk issues to senior leaders within IM AR business.



    D.    Responsible to providei AR information to management, portfolio managers, etc. May identify delinquent trends and provide root cause analysis and updates on key accounts.



    E.    Provide required account maintenance to ensure accounts information and dispute information are updated in the right systems.

    F.    Ensure all applicable laws, regulations, statutory and compliance requirements are followed.





    Functional Knowledge, Skills, and Competencies:

    • Strong verbal and written communication skills at all levels
    • Ability to work independently and make decisions on accounts of all sizes
    • Strong leadership skills and demonstrated ability to motivate in a team environment
    • Proven ability to meet time commitments and complete projects on-time
    • Ability to multi task and work effectively under pressure
    • Detail oriented and well organized
    • Must be able to act as an owner on key accounts
    • Must be able to build relationships across the IM enterprise
    • Strong problem solving skills


    • Interact effectively with others and be willing to share and receive feedback
    • Partner within group and across groups to meet or exceed department’s goals and objectives
    • Act as a role model, lead own day to day operations, provide guidance and assistance to team members
    • Escalates account service suspensions recommendations to management for review and credits based on IM Collections policies
    • Investigates customer or accounts credit history


    Problem Solving:
    • Analyze problems by gathering and organizing relevant information
    • Identify root cause for issues and implement appropriate solutions


    Interpersonal Skills:
    • Interact with various levels of management across the organization
    • Adapt to changing work environments, work priorities and organizational needs
    • Demonstrate professional verbal, as well as written communication skills at all times
    • Able to effectively deal with change and diverse people
    • Share complete and accurate information
    • Maintain confidentiality and adhere to organizational policies and procedures


    Job / Physical Requirements/Qualifications:

    • No extraordinary physical requirements
    • General clerical office environment
    • May require travel when necessary


    Education Qualifications:

    Minimum Education:                                                          Minimum Experience:

                                 High School                                                                  Less than 2 years

                                 2 Years College                                                             2 – 4 Years

                                 4-Yr College Degree                                                      4 – 7 Years

                                 Master’s Degree                                                            7 – 10 Years

                                 PhD                                                                              10+ Years

    Preferred Education:                                                         Preferred Experience:

                                 High School                                                                  Less than 2 years

                                 2 Year College                                                              2 – 4 Years

                                 4-Yr College Degree                                                      4 – 7 Years

                                 Master’s Degree                                                            7 – 10 Years

                                 PhD                                                                              10+ Years



    Direct Manager: ____________________________________ Date: __________________________


    Human Resources __________________________________ Date: __________________________


    • Disclaimer: This job description is not meant to be an all-inclusive statement of every duty and responsibility of the jobholder. Certain features of this job are described in the above headings, but are not necessarily limited to the above written statements. They may be subject to review. All positions within Iron Mountain may include other duties as assigned.



    Iron Mountain is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, creed, age, national origin, sex, sexual preference or handicap.