- Achieves individual and team objectives set by SLA (Service Contracts) and KPI (Key Performance Indicators)
- Dunning & Collections Management for all levels of portfolio complexity;
- Communicate with customer both verbally and in written to ensure timely collections of company receivables;
- Make recommendations for account hold/blocks based on credit status, account balance and customer's payment habit;
- Work with customers, sales and operations to resolve escalations and support dispute management process by timely identifying, qualifying and assigning disputes;
- Designs root cause analysis on major issues and incidents;
- Leads improvement projects derived from incidents roots cause analysis and escalations;
- Executes account reconciliation;
- Executes and documents internal controls in support of audit team;
- Assists with financial and tax audits;
- Accurate and consistent usage of collections specific systems;
- Support performance and process reviews, for internal and external customers by providing root cause analyses and preventive action plan;
- Trains and coaches new Joiners on the job, acting at the same time as the go to expert for critical situations/escalations;
- Acts as a change management agent for the entire team;
- May act as SPOC for ICS, DIB, IT, Processes and any other cross team critical assignments and projects;
- Be compliant with all SGBS process and policies;
- Performs other duties as assigned by direct superiors and managers.
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