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Job Description
- The Collector / Collections Specialist is a key member of the A2C team and strongly oriented Cash Collection/Collection process enhancement and continuous improvement.The main focus of this role is to drive a cash mindset with a sense of urgency with customers
- Submit the physical invoices monthly to customers and follow up to payment
- Visit customers to collect payment and depoist it on our banks
- Contact customers, via phone and e-mail, regarding their open invoices and billing disputes.
- Ability to identify issues causing delay in payment
- Achieve set collection plans by completing customers’ visits.
- Independently manage a portfolio of accounts on a month over month basis to minimize the overall delinquency rate to achieve target results set by Management
- Clearly communicating analysis and recommendations to leadership
- Maintain working partnership with District, Area, Division and Corporate teams
- When necessary escalate collection issues to Manager
- Knowledge and adherence to Iron Mountain policy and procedures – department and company standards
- Perform Collections Department projects as directed by management.
- Challenge yourself to raise the bar for excellence in collections and billing.
- Collaborate cross-functional (Billing Team, Sales, Operations, Finance) to drive the eradication of the root causes of the most frequently occurring customer issues or disputes, ensuring that action plans are documented and executed on time.
- Providing guidance and advice on how to resolve major customer payment issues, e.g. reviewing accounts with significant aged backlogs of unpaid invoices, unresolved disputes and unallocated cash.
- Managing the implementation and ongoing execution of leading practice cash collection processes including proactive telephone collection, variable automated dunning letter cycles, etc. This will include reviewing results on a monthly basis and making adjustments as and when required.
Job Requirements
- Experience in communicating with customers and solving problems that expedite the payment process
- Strong attention to detail, rigorous.
- Ability to communicate key messages, both verbal and written, clearly across a diverse range of contacts.
- Drive for Results.
- Strong Excel.
- Good level of English, both oral and written.
- Experience in a billing or accounting department is desirable.
- understanding of the components that can drive improvement results in cash collection metrics to a targeted level.
- Ability to manage activities and tasks to successfully closure, lead and work collaboratively in a matrixed environment with a large number of stakeholders to deliver end to end continuous process improvement
- Track record of successfully meeting cash collections.
- Strong analysis, problem solving, proactive root cause analysis, customer interfacing and conflict resolution skills.
- Ability to assess risk with A2C processes and to implement appropriate controls to mitigate risk.
- Driving cash collection to meet targets for A2C as well as embedding
- Min 1or 2 years relevant functional experience in collections environment
- Outstanding analytical capability with attention to detail
- Advanced user of MS Excel/ Google Sheet (including pivot tables and data manipulation)
- Very good knowledge of Cash collection and Billing rules
- Experience working in a multinational environment in a matrix management structure.
- Experience with enterprise customers, resolving key account issues and assigning actions for closure.
- Thrive as a team player in a fast paced environment
- Excellent communication skills – both verbally and written
- Strong typing skills
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