Europe Collections Analyst

Working within a team, you will be responsible for managing your own ledger of accounts, ensuring clients’ invoices are paid in accordance with specified terms. As you will be responsible for our client base, a very high standard of verbal and written English is essential for this role. You will interact with clients as needed and work to continuously improve our collections processes.

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.

The Requirements

• 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 
• Willing to work on Mid-Shift and/or night shift.

WTW is an equal opportunity employer