Specialist, Collection (EMEA)

Job Summary

Grade Level (for internal use): 08

The Role: Specialist, Collection (EMEA)

The Team: The S&P Global Credit and Collections team is responsible for the collection of all accounts receivable. They are to carry out this responsibility following established business procedures and policies that are set up to protect revenue while at the same time providing excellent customer service. This position is responsible for ensuring delinquent accounts are resolved thus improving overall accounts receivable delinquency rates, reducing bad debt and improving cash flow.

Key Responsibilities

• The primary responsibility of a debt collector is to follow-up with clients rigorously over calls and emails for payments of overdue invoices.
• Enforcing Policies and procedures related to payment, cancellation, and suspension/termination of customer services
• Accountable for all customer disputes and owning these through to resolution
• To ensure that all activities undertaken are completed in line with our internal controls and published processes
• Undertake Sales Ledger account reconciliations as required
• Respond promptly and completely to both customer and internal enquiries
• Escalation of debt issues to account manager & line manager
• Working closely with order management, customer service, cash applications and sales management teams to resolve customer queries & dispute in time
• Providing general customer service regarding customer refunds, payment forms, payment discrepancies, and tax forms/ procedures, payment histories, statements of account, etc.
• Noting and reporting customer status through account reviews, account notes and meetings with various business stakeholders
• Assisting in the maintenance of customer contact information
• Performing other related tasks as required
• Assist in mutual support and knowledge sharing of the global Credit and Collections team

Required Skills

• 5+ years of experience in B2B collections environment
• Excellent verbal and written English communication
• Excellent problem solving skill
• Commitment to excellent customer service
• Strong attention to detail, goal oriented
• Ability to prioritize and manage multiple responsibilities and meet deadlines
• Basic knowledge of MS Office Suite including Excel
• Knowledge of SAP, Salesforce or HighRadius in AR environment is a great add-on
• Working Hours: 3pm-12mn (must be flexible) Manila Time
• Amenable to work in Quezon City and Noida (for India-based candidates)
• Hybrid Working Setup: 2x Office, 3x WFH