Collections CMS Support

DU

Key Accountabilities

• 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.

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
• Strong Excel skills
• 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.
• Attention to detail.
• Ability to work well in a team environment under demanding and stressful conditions.
• Fluency in English, Arabic is a plus