Collections Analyst (International Collection)

Clients

• 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 WTW'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:

• 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.

• Strong knowledge of MS Excel

• Willing to work on Mid-Shift and/or night shift.