O2C Collection - Executive and Sr Executive

Shift Timings : 5.30 pm to 2.30 am

Location : Goregaon East (NESCO)

Role & responsibilities

The Collector is responsible for working closely with clients, Operations and Segment Finance on problem resolution and debt management, while ensuring customer satisfaction.

The successful candidate will primarily reduce delinquencies by calling delinquent accounts, monitoring accounts, and reviewing assigned accounts to resolve discrepancies using Sodexo's credit and collections processes, tools, standards, and capabilities. The candidate will liaise with internal and external customers as required and provide action-oriented performance analyses in an efficient and transparent manner.

Collections/Support Operations

• Optimize diligent cash collection through efficient use of collection tools and generate worklist/account queue.
• Contact clients or Accounts Payable offices regarding past due balance. Understand their situation and work to resolve delinquency.
• Investigate and resolve client queries, discrepancies and disputes.
• Document collection activity and progress in each client profile, including appropriate coding, clear notes, promises to pay, and required follow-up dates and actions.
• Establish Promises to Pay and provide timely follow-up on payment commitments.
• Actively prioritize and organize work to ensure Service Level Agreement (SLA) objectives are realized.
• Promote strong collaborative relationships between the Credit & Collections Team, Operations, Segment Finance, and other stakeholders.
• Request write-offs, reapplications, and refunds appropriately.
• Escalate large collection issues appropriately.
• Support various project leadership initiatives to improve collections, cash flow, efficiency, and/or effectiveness.
• Provide backup support to teammates as needed.

Portfolio Risk

• Manage a portfolio of accounts.
• Escalate material portfolio risks and unresolved account issues through the appropriate channels.
• Analyze payment history and trends to identify possible risk exposure and take appropriate action.
• Minimize bad debt write-offs and maximize cash receipts while being sensitive to internal and external customers.

Competencies

• Ability to successfully collect past-due invoices while enhancing the customer relationship/experience, ensuring timely payment, accelerating AR collections, and delivering solutions.
• Demonstrated ability to create a positive professional impression and establish trust, enabling open and constructive communication.
• Maintain a strong customer-service focus by managing detailed account discussions professionally and preserving constructive customer relationships.
• Ability to de-escalate conflicts over the phone.
• Strong problem-solving abilities, including the ability to understand customer account activity and identify action items based on the guidelines provided.
• Ability to work cross-functionally to resolve issues and bring them to timely resolution to receive payments.
• Exceptional time management and organizational skills.
• Ability to multitask and prioritize workload.
• High degree of initiative and ability to work well independently and in a collaborative team environment, with a demonstrated customer service orientation.

Preferred candidate profile

• Education: Bachelor of Commerce (B.Com) or any higher degree in Finance/Accounting (e.g., MBA Finance, PGDM).
• 3+ years of experience for Executive and 5+ years of experience for Senior Executive in Shared Services, with experience in O2C and Accounts Receivable.
• Technically strong, with a working knowledge of collections and debt management.
• Commercial/business-to-business collections experience
• Commercial/business-to-business collections experience.
• Excellent written and verbal communication skills, including the ability to interact effectively with all levels throughout the company organization.