Summary
This role reports to Team Leader Collections and resides in the Operational Finance Department. This role is primarily based in Sofia, Bulgaria.
Essential Duties and Responsibilities
- Routine Collections Process
- Review and monitor assigned accounts, proactively contacting customers to reduce payment delinquency
- Identify and analyze issues preventing payments and work with the customer and internal teams to resolve, including initiating disputes
- Initiate appropriate past due activity including phone calls, email, past due notices and service interruption
- Performs collections on past due accounts, initiates disconnect for non-payment
- Manage semi-automated Statement of account & Dunning letters – Reminder 1,2, Final and Disconnections – Soft and Hard
- Outbound collection calls (balance inquiries, first bill reviews, credit note application)
- Outbound collection emails (balance inquiries)
- Accounts Receivable Management
- Review and monitor assigned accounts and all applicable collection reports
- Identify and reserve potential customer bad debt
- Bank fee write-off, credit limit & credit hold management
- Enter and maintain latest status BAN notes in CMD.
- Simple account reconciliations, simple cash app interventions. To include payment split, payment re-application and
- Negotiate payment plans with customers as necessary and with manager pre-approval
- Initiate legal or 3rd party collections involvement by utilizing the third party queue
- Manage CAM / Account Rep involvement & escalations
- Log and resolve client inbound requests (calls and emails to billing@gtt.net)
- Resolve all single request tickets immediately:
- Invoice request
- Payment remittance (cash applications ticket)
- Informational emails
- Forward to sales
- Creating a dispute
- Provide Client feedback on ticket progress and resolution
- Escalations: Billing Issues; Cash Apps tickets;
- Resolve tier 2 inquiries
- Complex account reconciliations, escalations: working with Billing and CAM on any contract or billig related matter;
- Provide all necessary documentation and support in order to properly escalate ongoing issues as they arise
- Resolve and approve level 1 customer disputes
- Cash applications ticket support, if necessary
Other tasks
- Handles other administrative tasks as requested by line manager
- During crossover from Interoute role to GTT role employee will be required to split work between legacy role and new role.
Experience Required:
- At least 1 year of previous experience in a sales support or complex administration function preferred
- Strong computer skills and good levels of competence in Microsoft Office such as Word and Excel, PowerPoint desirable
Qualifications
- Excellent English Skills are a must
- Strong customer focus
- Ability to work accurately and meet deadlines
- Attention to detail and accuracy while being able to maintain higher workload
- Professional and articulate
- Effective communicator; able to liaise with confidence with both the internal and external parties
- Flexible
- Reliable
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