Europe Collections Analyst

This job is with WTW, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. Description

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.
  
  

Qualifications

The Requirements

• 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.
  
  

WTW is an equal opportunity employer

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