Responsible for contacting clients (via phone, e-mail or fax) and collecting outstanding receivables. In addition, Collections Analyst will also work closely with the B2C Analysts and Specialists to handle receipts from customers, deductions, disputes and escalation to Local Finance and Operational Teams.
The performance should meet the requirements defined in the SLA/KPI’s.
- Contact customers to collect receivables based on queues assigned.
- Document customer contact notes and other relevant collections activities.
- Maintain accurate records for customer payment status.
- Prepare/generate necessary B2C reports, as assigned (e.g., daily ageing report, commentaries, etc.).
- Perform customer account reconciliations.
- Review and send periodic customer statement of account (SOA) and review any undelivered emails, for updating of customer records.
- Action customer statements feedback together with AR team. Give feedback to AR team on bad debts and debt write-offs.
- Provide feedback to AR team on payments allocation queries.
- Cooperate closely with AR team in any other customer related topic.
- Work closely with Credit Management teams on credit limits management.
- Work with internal stakeholders (Operations, Sales, Local Finance, GBS, Customer Service, etc.) to resolve collections’ issues.
- Escalate issues and disputes, as appropriate Perform collection activities following SGS Collections’ Policy.
- Support maintenance and updating of process documentation. Work with B2C Supervisor for process improvements initiatives.
- Perform necessary touchpoints with customers/prospective customers, if required.
- Support preparation of monthly KPI report and discuss results with stakeholders.
- Ensure Collections’ KPIs are met