Customer Service Associate

General Description

Role:

Collections Process Associate

BSv Grade:

A3

Role Overview

In this role you will leverage your deepening knowledge in one process or more and participate in meeting service levels, key measurement targets of the team and delivers a high quality and cost-effective customer service to the client. You will perform tasks in line with the written procedures or assigned by senior staff under supervision.

As a Process Associate you will be expected to:

• Demonstrate developing knowledge of the structure of the systems and modules used in service delivery in the specific area and the Automation Drive Suit & DGEM Tech offer
• Have good knowledge of the process, policies and desk top procedures within their engagement
• Identify simple ideas that add value to day-to-day operations or tasks and makes improvements to process within own area of remit
• Display a willingness to keep abreast of the technological developments in process specialism
• Adhere to the IS regulations and policies
• Use specific, simple analytical models and tools to the specific situation
• Read analytical reports and interpret them in the given context and can apply sound levels of logic to tasks undertaken
• Understand that individual performance (efficiency and effectiveness) impacts the performance of the overall engagement
• Be prepared to flag issues and ask for help in areas of uncertainty/volatility e.g. any changes in controls/resourcing/delivery model

General Responsibilities / Accountabilities

• Responsible for chasing outstanding invoices from customers of our clients.
• Play a vital role in the cash-flow of our client ensuring credit given to customers is monitored and controlled effectively
• Contact overdue customers and chases for payment in accordance with rules set by the engagement
• Issue and monitor automatic and manual reminders to customers
• Document customer interactions into system
• Maintain a ledger as part of the credit team
• Performs basic reconciliations
• Follow control and compliance regulations
• Maintain accurate and up to date customer details and account records
• Proactively collect and escalate overdue accounts and ensures customer payment to terms
• Build and maintain strong relationships with external customers
• Proficient Negotiation skills
• Able to communicate with key stakeholders across different levels in a manner that leads to desired outcomes

Qualifications (Education/Experience/Certification)

• Good Communication skills
• Minimum English at CEFR Grade A2 (elementary) or equivalent
• Demonstrates a willingness to certify in DGEM Tech technologies