In today’s turbulent economy, every penny counts. And every customer interaction matters.

Yet despite sitting at the intersection of both, Accounts Receivable (AR) professionals remain under-supported.

Too often, AR is seen as a back-office task – focused on invoicing, chasing payments and managing aged debt. But in reality, it’s a high-skill, high-stakes role that requires both financial know-how and emotional intelligence.

AR professionals engage with customers, resolve payment issues, negotiate terms and provide the business with critical insight into financial behaviour. Despite this, most receive little to no formal training to support them in the job they’re being asked to do. They are the human face of finance, yet one of the most underinvested groups in the function.

At Bottomline, we recently spoke to AR professionals across the U.K. and what we heard was a consistent call – not just for better systems, but for better support.

 

The Growing Skills Gap

Modern AR roles go way beyond sending invoices. Companies expect teams to handle sensitive customer conversations with tact and diplomacy, often negotiating payment plans or resolving disputes with care.

They’re required to interpret and act on complex data sets – from risk indicators to evolving cash forecasts – they provide insights that shape financial decisions.

AR professionals also need to collaborate across departments, working closely with credit control, finance and customer service to ensure alignment and consistency.

And on top of all of that, they must navigate multiple platforms and tools to manage high volumes of transactions, exceptions, and detailed reporting – all under time pressure and with minimal room for error.

The rapid rise of AI and automation only accelerates these changes – demanding a different set of skills and raising expectations around how AR teams analyse data, adapt to new tools, and collaborate across the business.

However, many AR professionals lack structured support or training to help them succeed. Skills such as negotiation, communication and relationship management are becoming increasingly vital to this role. Yet interviewees told us that training is often limited, with most learning taking place informally, on the job.

At the same time, as invoice volumes increase due to the boom in new businesses – the pressure on AR teams continues to intensify. Customer payment behaviour is becoming more complex and less predictable, with disputes, delays and exceptions becoming the norm.

Without structured training, even experienced team members face challenges in keeping up. In fact, a 2023 McKinsey and Company survey of CFOs found that capability building – especially in areas like communication and relationship management – is one of the top two ways organisations can build resilience.

Combined with factors like high staff turnover, tighter budgets and outdated systems, this creates a growing skills gap – impacting performance, customer experience and the financial health of the business.

 

The Future of AR Is Built on People and Powered by Technology

Modern AR roles are evolving fast. To keep up, businesses must invest in both the people who make AR work, and the platforms that help them thrive.

Skilled, confident AR professionals are essential to maintaining strong customer relationships, negotiating payments and surfacing financial risk early. But to do this effectively, they need the proper training, development, and support.

Pair that with a smart cloud-based AR platform that uses automation, real-time forecasting, and integrated workflows, and you’ve unlocked a powerful combination. One that cuts manual effort, boosts efficiency, enables faster decisions and builds a finance function fit for the future.

It’s not people or platforms. It’s both. It’s about giving the AR team the tools and training to succeed.

 

A Smarter Investment

With the right support, companies can transform AR from an operational task into a strategic advantage - better forecasting, faster collections, stronger customer experience, and reduced risk.

Are you investing in AR resilience, or just hoping for the best?

Learn more in our new whitepaper: Vital Yet Neglected – The State of Accounts Receivable in UK Business 2025