Collections Analyst ( EMEA Shift )

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.

• 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.