The 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. Additionally, will work collaboratively with external customers and internal, cross-functional teams at various levels to resolve issues. This role requires exceptional customer service skills, a strong attention to detail, and the ability to work independently while assuming ownership of an assigned portfolio of accounts.
Core Responsabilities:
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 such from the BPO and oversight the end-to- end billing activities.
Perform customers' credit assessment and reassessment and provide support during contracts 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.
Performs special projects and other duties as assigned.
Skills & Competencies:
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.