Description
Job Title: Collections Specialist
Location: Reading, UK (As of now remote, later onsite)
Duration: 1 year
The role requires application of expertise to help apply strategy for all collections activity across International. The role will also act as a point of escalation to resolve complex customer-specific issues impacting collection of outstanding debt. Expertise includes but not limited to conducting investigation, making recommendations and coordinating activities across these teams, and involving other Bill to Cash teams to resolve issues.
- They will be a named contact for specified client key internal & external stakeholders, providing updates, reporting and attending stakeholder meetings as required. They will also act as a point of escalation for any issues arising from process anomalies.
- Must have strong team building skills across all regions globally and all levels including team leaders and higher management throughout the business as well as the extended offshore team, with regular, relevant communication.
- The Collections Specialist should be aware of operational best practice and identify opportunities to recommend modifications to operating policies and to optimise work procedures.
- It is also key to ensure accuracy and explicitness of instructions, and to fix the root cause of Bill to Cash issues.
Major Responsibilities:
- Review and implement collection strategies to optimise the effectiveness of the collections operation across international regions.
- Co-ordinate activities to drive timely collection and prompt identification & resolution of disputes
- Act as a point of escalation for resolution of collection-related issues, including settlements and payment plan requests
- Co-ordinate communication with both internal and external stakeholders.
- Review & monitor the processes & controls in place for collection activities to highlight outliers and ensure anomalies are promptly addressed
- Support reviews of policy and processes. Ensure all process changes are subsequently updated on the work procedures and they are being utilized correctly for all processes
- Seek automation & alignment of procedures to reduce volume of manual processes
- Liaison with other teams to seek end-to-end process improvements.
Leadership:
- May receive general guidance for the accomplishment of short to medium term goals and operating objectives; plans and executes own work; recommends modifications to operating policies; decisions are made independently. Uses expertise to directly influence others outside department or function. Advisory or negotiative in nature.
- Offer guidance to partner with regards to complex issues.
Work Complexity:
- Acts independently and exercises judgment and discretion within generally defined practices and policies to select appropriate methods or techniques for obtaining solutions.
- Work is varied and requires frequent interpretation.
- Matters typically lack precendent or standards and require the analysis and own initiative in developing methods, techniques and evaluation criteria for obtaining results.
- Incumbents are considered to be the Subject Matter Expert for the Bill to Cash function.
Knowledge/Skills:
- Requires advanced skills to perform complex work for the Bill to Cash Collection function and general knowledge of other areas. Demands familiarity with principles, theories, concepts and technologies as well as applied knowledge of established procedures, policies and practices.
- Generally requires a BS degree (Mathematics, Accounting or Finance Preferred), or equivalent, and 5+ years experience in a related discipline.
- Must be well organised with good time management skills.
- Excellent analytical and validation skills, typically using MS Excel and Access
- Good understanding of clientFinancial and Billing systems, and associated process flows.
Preferred Knowledge/Specialized Skills:
SAP
Prime Biller
SAS
CRM tools, eg iCI
MS Products such as Excel, Project and Powerpoint
Major European Language preferred
Working Conditions:
Normal office conditions apply. Although some roles may require on call responsibilities.
Special Requirements:
- Demonstrates good written and oral communication.
- Ability to operate in a busy, multi tasked and pressurised environment. Able to present information to a senior management level (up to Vice President) and to liaise & negotiate with stakeholders at director level.