B2B Collection Analyst - Hybrid

MN Career Solutions; Taguig; On-site; PHP 335,000 - 536,000; Full time

Job summary

MN Career Solutions is seeking an experienced Collections Specialist to manage client debt issues within a global collections environment. You will contact clients by telephone and email, discuss outstanding debts, and decide next actions using defined processes and case history.

You will record communications in Oracle Advanced Collections, investigate unallocated cash, negotiate payment solutions, and maintain goodwill with internal and external clients.

Qualifications

• At least 3 years of international experience in a B2B Collections / Credit Control environment.
• Experience communicating with English-speaking clients.
• Strong fluency in written and spoken English.
• Ability to articulate and communicate professionally.
• Strong customer service skills across channels (telephone, email).
• Ability to work under pressure and meet deadlines.
• Adaptable, quick learner of new processes and skills.
• Ability to interpret and analyze financial data and identify root causes.

Responsibilities

• Use telephone and email to contact clients to discuss outstanding debt issues.
• Make decisions on next course of action using defined processes and case history.
• Record accurate client communications within Oracle Advanced Collections system.
• Investigate and resolve unallocated cash occurrences.
• Negotiate payment solutions when addressing client concerns and complaints.
• Safeguard long-standing goodwill relationships with internal and external clients.
• Achieve targets based on qualitative and quantitative measures.
• Escalate issues to Global Finance Services Management when needed.
• Ensure tasks comply with SLA objectives.
• Liaise with Management and Collections Analysts regarding performance.

Skills

Customer service

Communication

English proficiency

Work under pressure

Adaptability

Financial data analysis

Negotiation

Tools

MS Excel

Job description

About the role

This role involves managing client debt issues and recovery activities within a collections environment. You will use communication tools, primarily telephone and email, to contact clients and discuss outstanding debt matters. Using defined processes, case history and judgement, you will make decisions on the next course of action on a client-by-client basis, record accurate communications within the Oracle Advanced Collections system, and investigate and resolve unallocated cash occurrences. You will negotiate payment solutions when addressing client concerns and maintain long-standing goodwill relationships with internal and external clients.

Key responsibilities

• Use telephone and email to contact clients to discuss outstanding debt issues
• Make decisions on next course of action using defined processes, case history and judgement
• Record accurate client communications within Oracle Advanced Collections system
• Investigate and resolve occurrences of unallocated cash
• Negotiate payment and solutions when addressing client concerns, issues, and complaints
• Safeguard long-standing goodwill relationships with internal and external clients
• Achieve a variety of targets based on qualitative and quantitative measures
• Escalate issues affecting recovery of monies in a timely manner to Global Finance Services Management or the business
• Ensure tasks are performed in accordance with Service Level Agreement objectives
• Liaise with Management team and Collections Analysts regarding collection activity performance

About you

• At least 3 years of international 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
• Strong customer service skills and ability to communicate professionally through a variety of channels (telephone, email)
• Ability to work well under pressure and meet changing deadlines and stretching targets
• Adaptable, able to learn new processes, concepts, and skills
• Ability to interpret and analyze financial data and identify root cause or devise appropriate action plans
• Ability to professionally handle and resolve exceptions and disputes
• Strong knowledge of MS Excel
• Willing to work on Mid-Shift and/or night shift