Use a combination of communication tools, primarily telephone and e-mail, to contact clients to discuss outstanding debt issues.
Utilising a combination of defined processes, case history and judgement, make decisions on next course of action, on a client-by-client basis.
Record accurate records of client communications within Oracle Advanced Collections system.
Investigate and resolve occurrences of unallocated cash.
Effectively negotiates payment and solutions when addressing client concerns, issues, and complaints.
Stakeholder Management – Safeguard the long-standing goodwill relationship with internal/external clients.
Excellence
Achieve a variety of targets, based upon qualitative and quantitative measures.
Continually re-prioritise an ever-changing workload, ensuring activity is focused towards achieving a variety of targets.
Escalate any issues affecting the recovery of monies in a timely manner, either internally through Global Finance Services Management or with the business, as required.
Ensure tasks are performed in accordance with Service Level Agreement objectives.
Contribute ideas and actions towards the continuous improvement of processes within area of influence.
Understand and apply companie's Billing processes, policies, procedures, and internal control standards.
People
Liaise with the Management team and Collections Analysts regularly regarding all aspects of collection activity performance.
Interface with other Global Finance Services associates to ensure compliance with cross-team responsibilities.
Work effectively within the team dynamic.
The Requirements
At least 3 years of experience working in a business-to-business Collections / Credit Control environment
Experience of working in an environment communicating with English speaking clients
Strong fluency in written and spoken English
Ability to articulate and communicate professionally is essential
Strong customer service skills / ability to communicate professionally through a variety of channels (e.g., telephone, e-mail)
Ability to work well under pressure and meet ever changing deadlines and stretching targets
Adaptable, able to learn new processes, concepts, and skills
Ability to interpret and analyze financial data and use their analysis to identify the root cause and/or devise the appropriate action plan.
Ability to professionally handle and resolve, exceptions, and disputes.
