Collections CMS Support

Emirates Integrated Telecommunications Company; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading telecommunications firm in the United Arab Emirates is seeking an experienced credit control and collections professional. The role requires managing customer debts and relationships, developing effective strategies to encourage payments, and collaborating with account managers. The ideal candidate should have 2-3 years of related experience and a degree in Business Administration. Knowledge of Oracle ERP is a plus, along with strong communication and analytical skills. The position aims for excellence in cash collections and customer satisfaction.

Qualifications

• 2-3 years' experience in credit control and collections within banking or telecom.
• Experience in managing account relationships is preferred.
• UAE driving license will be advantageous.

Responsibilities

• Follow up on outstanding debts from broadcast customers.
• Meet and exceed cash collection targets while maintaining customer relations.
• Develop strategies to encourage payment or identify inability to pay.
• Conduct reviews with account managers regarding customer debt.
• Manage customer inquiries related to billing disputes and payment adjustments.

Skills

Credit control and collections policies

Communication skills

Analytical skills

Relationship building

Problem solving

Negotiation skills

Interpersonal skills

Education

Higher Diploma/Bachelor's degree in Business Administration

Tools

Oracle (ERP)

Job description

• Ensure timely follow up of outstanding debts from broadcast customers.
• Plan to meet and exceed monthly cash collection targets whilst ensuring effective customer relations are maintained.
• Effectively distinguish “can’t pay from won’t pay” customers and develop appropriate strategies to overcome problems to encourage payment and rehabilitate customers or identify inability to pay and take action to minimize company risk.
• Develop and build good working relationships with key internal stake holders, account managers, external customers, collections & credit information agencies.
• Conduct weekly review sessions with account managers and Finance to review the outstanding customer debt position; agree and execute next steps accurately.
• Ensure timely and regular escalation of issues affecting collections to the account managers.
• Work with account managers in ensuring timely management, resolution and administration of customer enquiries related to bill disputes; setting up of payment arrangements; payment and invoice adjustments and refunds and ultimately collecting the outstanding overdue balances.
• Ensure all individual targets and key performance indicators are consistently met or exceeded escalating any issues to the Collections Manager in a timely manner.
• Define, develop and implement a set of reports to allow for an accurate measure of the collection performance and timely view of company exposure to debt at any point in time.
• Identifying, performing root cause analysis and resolving complex customer facing problems across numerous processes and systems
• Recognize, propose and drive enhancements to ensure weaknesses/gaps are addressed in the collections processes and systems.
• Recommend and implement effective dunning actions for delinquent payers in coordination with the account managers, customer care director and finance.
• Work closely with the CMS team in creating automated collections strategies and also performing User Acceptance Testing on any changes or developments in future collections strategies for high value customer accounts within the collections management system.

Qualifications, experience, skills and competencies

Qualifications:

• Higher Diploma/Bachelor’s degree in a relevant Business Administration

Experience:

• 2-3 years' experience in related credit control and collections ideally within baking or telecom environment working with large enterprise customers in a customer facing capacity.
• Account relationship management experience is preferred.
• UAE driving license will be an advantage.

Skills

• Good understanding of credit control and collections policies, practice and procedures
• Comfortable working with people at senior levels
• Strong communication/influencing and negotiation skills.
• Strong analytical and presentation skills
• Relationship building
• Ability to manage own workload and meet aggressive deadlines and deliverables.
• Persistence with problem solving and solution recommendation.
• Outcome Focused
• Excellent interpersonal and business writing skills
• Experience of working in a complex business environment
• Previous working knowledge of Oracle (ERP) with a collections management tool is an advantage.
• Strong understanding of IT systems and quality assurance processes
• Ability to adapt to changing priorities, workload and task.
• Ability to work well in a team environment under demanding and stressful conditions.