Performance Objectives:
Clients
- Use a combination of communication tools, primarily telephone and e-mail, to contact clients to discuss outstanding debt issues.
- Utilising a combination of defined processes, case history and judgement, make decisions on next course of action, on a client-by-client basis.
- Record accurate records of client communications within Oracle Advanced Collections system.
- Investigate and resolve occurrences of unallocated cash.
- Effectively negotiates payment and solutions when addressing client concerns, issues, and complaints.
- Stakeholder Management – Safeguard the long-standing goodwill relationship with internal/external clients.
Excellence
- Achieve a variety of targets, based upon qualitative and quantitative measures.
- Continually re-prioritise an ever-changing workload, ensuring activity is focused towards achieving a variety of targets.
- Escalate any issues affecting the recovery of monies in a timely manner, either internally through Global Finance Services Management or with the business, as required.
- Ensure tasks are performed in accordance with Service Level Agreement objectives.
- Contribute ideas and actions towards the continuous improvement of processes within area of influence.
- Understand and apply WTW’s Billing processes, policies, procedures, and internal control standards.
People
- Liaise with the Management team and Collections Analysts regularly regarding all aspects of collection activity performance.
- Interface with other Global Finance Services associates to ensure compliance with cross-team responsibilities.
- Work effectively within the team dynamic.
- Experience working in a business-to-business Collections / Credit Control environment
- Experience of working in an environment communicating with English speaking clients
- Strong fluency in written and spoken English
- Ability to articulate and communicate professionally is essential
- Strong customer service skills / ability to communicate professionally through a variety of channels (e.g., telephone, e-mail)
- Ability to work well under pressure and meet ever changing deadlines and stretching targets
- Adaptable, able to learn new processes, concepts, and skills
- Ability to interpret and analyze financial data and use their analysis to identify the root cause and/or devise the appropriate action plan
- Ability to professionally handle and resolve, exceptions, and disputes.
- Strong knowledge of MS Excel
WTW is an equal opportunity employer