Specialist, Collection

The Invoice to Cash Collections team handles the key function of client outreach on issued invoices with open balances to identify, address, escalate, and resolve any potential disputes that are delaying payment of the invoice by the calculated due date to avoid delinquency. In addition to that, the team sends and receives a large volume of internal and external phone calls and emails that need to be addressed.

Responsibilities:

• Execute the daily collections process, focusing on timely follow-up for outstanding invoices and resolution of basic client issues.
• Maintain complete, accurate control of client emails and list of open issues, clearly documenting actions for end-to-end closure.
• Proactively identify and resolve basic discrepancies or issues that may arise during the collection cycle.
• Develop a working understanding of the different billing systems, specifically Salesforce CPQ and High Radius.
• Collaborate with internal departments (Sales, Technology, Finance) and customers to resolve routine billing errors and payment disputes and help expedite the collections process.
• Assist in producing and tracking daily/weekly metrics including, but not limited to, Cash Inflow, Collection Effectiveness Index (CEI), and Recovery Rate.

What We're Looking For:

To be successful in this role, the Specialist - Order to Cash (OTC) Collections must possess a mix of technical and professional competencies. They must be adept at:

• Graduate with 5+ years of relevant experience in an OTC Collections process with a global organization. Financial Services experience will be preferred.
• Stakeholder Management: managing key stakeholders across teams such as Sales, Technology, and Finance across multiple locations.
• Customer Management: ability to resolve customer queries with effective resolution within agreed timescales.
• Communication: exceptional verbal and written communication skills, with the ability to present complex billing information clearly and concisely to key stakeholders. Good presentation skills are a must.
• Analytical skills: strong ability to analyze billing data, identify trends, and explain variances.
• Technological proficiency: strong proficiency in Microsoft Excel (VLOOKUP, pivot tables, advanced formulas) and extensive experience with SAP, High Radius, and Salesforce CPQ environment for collection functionalities.