Customer Debt Resolution Specialist

Há 1 mês

Lisboa, Lisboa, Portugal ConvaTec Tempo inteiro
Key Responsibilities:

  1. Proactively investigate root causes and provide solutions for issues that impact financial results.
  2. Act as a point of escalation for problem-solving and support the team.
  3. Lead projects within the team.
  4. Work together with the Team Leader and/or Tower Lead to provide training and knowledge to the team.
  5. Set up improvement plans and formulate best practices together with the management team.
  6. Aging analysis and forecasting of overdue debt to minimize risks.
  7. Reduce outstanding receivable balances and actively contribute to the cash flow target of the company.
  8. Contact external customers and follow up on all accounts receivables.
  9. Follow the company's Credit Policy and the defined collection strategy.
  10. Direct contact with Credit Management to handle blocked orders.
  11. Conciliation of accounts in coordination with Accounts Receivable and Credit Management.
  12. Follow up with Customer Service, regarding customer complaints and disputes.
  13. Participate in monthly review calls meetings with markets.
  14. Create a good relationship with internal and external customers.
  15. Promote and develop open and direct communication.
  16. Act in accordance with internal controls, following procedures.
  17. Update company work instructions and SOPs on a regular basis.
Requirements:

  1. Experience in collections, preferably > 4 years.
  2. Advanced knowledge of SAP, in transactions used by collections and Finance.
  3. Advanced knowledge of Excel (pivot tables, graphs, formulas, macros etc.).
  4. Knowledge of Power BI is a plus.
  5. Working knowledge of a wider range of markets. Participation in team/transversal projects or initiatives.
  6. Advanced knowledge of collections process. Knowledge of other OTC sub processes and their correlation is required.
  7. Autonomous, ready to take initiative and results-oriented.
  8. Continuous Improvement mind-set.
  9. Strong stakeholder management and customer experience skills.
  10. Effectively communicates in business English in all situations. Fluency in other languages required.
  11. Team player. Takes full ownership and accountability and always promotes that within the team. Shares best practices and failures consistently. Seizes the opportunity for growth and improvement autonomously.
  12. High adaptability/flexibility to new situations, changes, challenges, and to work under pressure. Supports the business and team whenever necessary. Ability to deal with high-pressure situations and challenging stakeholders.
  13. Embraces responsibility. Challenges what feels wrong. We are honest and trustworthy and always act with integrity and transparency.
  14. Always takes decisions and acts in the best interests of the people we support and work with. Proactively learns and listens.
  15. Self and social awareness and consistently acts with Empathy.
  16. Influences others in a positive way.
  17. Ability to identify and mitigate potential conflict situations. Acts as a role model.
Qualifications/Education:

  1. Preferable Bachelor or University's degree (preferably in Finance, Management, Economy).
Language:

  1. English: Speaking/Writing/Reading - C1/C2
  2. Italian: Speaking/Writing/Reading - C1/C2
  3. French: Speaking/Writing/Reading - B2/C1

Working Conditions:

  1. Hybrid work model.

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