The Order to Cash Credit & Collections Specialist role is responsible for executing day-to-day responsibilities within the areas of Credit Management, Collections and Disputes Management, while adhering to standard processes and procedures. This individual will work collaboratively with external customers and internal, cross-functional teams at various levels to resolve issues.
Key Responsibilities:
* Monitor aged receivables and perform customer outreach to collect past due payments.
* Maintain detailed records of customer correspondence.
* Provide regular feedback on the health of the assigned portfolio.
* Assist customers with dispute resolution and escalate through the proper channels, if needed.
* Provide support on escalated issues, including those from the BPO and oversee end-to-end billing activities.
* Perform customers' credit assessment and reassessment and provide support during contract negotiation.
* Evaluate customer credit worthiness and the likelihood of timely repayment.
* Partner with internal departments to ensure timely cash collections and disputes resolution.
* Provide feedback to the O2C Team Lead to ensure the relevance, accuracy, and completeness of process maps and desktop procedures.
* Contribute to the analysis and continuous improvement of the assigned portfolio's DSO.
* Adhere to policies related to the O2C process.
* Assist with external and internal audit requests, providing support where needed.
Requirements:
* Strong Customer Service Focus to both internal & external customers.
* Experience in customer-facing roles specifically covering O2C processes.
* Strong client service mentality: able to collaborate with stakeholders, employees, customers to deliver a positive experience.
* Strong grasp of basic accounting concepts and how O2C processes impact the company's working capital targets and financial performance.
* Solid understanding of Credit Management concepts, including reading and interpreting credit reports and financial statements.