Role:  Senior Analyst – Collections

Process: Collections

Job Grade: IC1         

 

Purpose of Role:

Timely cash collection of customer accounts, assessing credit worthiness, minimizing bad debts and ensuring contract compliance and/or recommending legal action.

To collect on Accounts receivables on open invoices for allocated Accounts and troubleshoot Payment obstacle, while adhering to quality standards and interfacing with customers as required.

 

Fluency in Vietnamese Language at Level 4 - Full Professional Proficiency (Speak, Read and write)

Fluency in Vietnamese Language at Level 3 - Professional Proficiency (Speak, Read and write)

 

Scope of Role and Key Responsibilities:

1. Ownership of Billing Process - Billing process involves:-
   1. uploading information from Invoice details report to Government Approved invoicing portal
   2. Managing System Invoice and Portal invoice mapping reports
   3. Working with Tax and Audit Team for sharing invoice details
2. Ownership of Collections (Collections process involves)
   1. Conclude open invoices by following set process of follow up on invoices at defined regular intervals.
   2. Calling Customers to provide solutions to their queries and also for Payment follow-up
   3. Working with Sales Team and other Teams to bring progress on delayed payment issues
   4. Cash Collections based on Quarterly Target
   5. Aging Reduction based on Quarterly Target
   6. Provide timely response to Customer’s billing and invoicing Queries
   7. Speaking to Customers for remittance information
   8. Ownership of Timely Dispute Resolution on invoices
   1. Customer’s account reconciliation
   10. Provide great Customer Experience (interaction by call and Email)
   11. Provide query resolution to Stakeholders (Sales Teams, Tax and Audit Teams, Other Finance Teams)
   50. Contribution to projects
   1000. Contribution to process improvements

 

No direct reports

 

Key Tasks:

• Upload invoices to Government Approved Portal on daily basis (so that Customers receive invoices without delay)
• Quality of Communication and comprehension is the Key to this role.
• Call and communicate with Customers regarding invoices that require attention towards timely payment.
• Communicate with internal stakeholders to find alternate solutions (in case Customer is not responding or if there is a delay in payment)
• Follow the ‘Invoice Staging Process’ – This is a time based activities to be performed on every invoice
• Collects information on invoice details for the allocated customers to understand Customer’s payment behavior, taking appropriate steps to accelerate timely payment.
• Creates an understanding of Customer’s Payment methods and processes, to ensure better efficiency at work and to ensure Professionally enriching experience for the Customer
• Collects information on invoice details for the allocated customer(s)
• Takes action to resolve issues resulting from errors caused internally or due to customer dissatisfaction, that affect payment.
• Takes necessary action in cases of payment failure beyond stipulated time period.
• Interact with Customer in the most professional and timely manner.  Provide Best response and / or Resolution as expected.
• Ensure great experience to Customer and internal stakeholders with every interaction.
• Handles exceptions relating to process
• Escalates to Manager regarding lack of progress on collections
• Transaction Audit
• Generates necessary regular and ad-hoc reports
• Takes responsibility for resolution in case of escalations
• Tests data on test environments when required, and submits status to IT Apps team / Team Lead
• Updates documentation as required in coordination with the Training & Documentation team

 

Role Specifications:

 

Entry Qualification – Graduate or higher

Experience –1.5 years as an Analyst

 

Performance Measures:

1. Data processing Accuracy and Completeness
2. Productivity
3. Quality
4. Turnaround time
5. Portfolio Management
6. Customer Account Management

Timely cash collection of customer accounts, assessing credit worthiness, minimizing bad debts and ensuring contract compliance and/or recommending legal action.

You will assist in the collection, management, and resolution of outstanding invoices from past due accounts. Collect overpayments from current and former employees. Work with departmental managers to eliminate root cause of overpayment. Interfaces with sales support, accounts receivable, and directly with the customer to determine the ability to pay, communicate contractual specifications, and enforce remedies in reconciling accounts. Manage portfolio of accounts including delinquency, write-offs, credit memos, and additional interest. Conducts pre-sale credit risk evaluation, prepares recommendations, and makes credit approval decisions on new accounts. Recognizes deteriorating credit situations recommending and implementing solutions. Prepares collection reports.

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Excellent written, verbal, interpersonal, and analytical communication skills. Excellent written and verbal communication skills. Strong attention to detail. Ability to handle sensitive matters. Typically graduate or equivalent with 0 - 2 year experience in contracts, finance, leasing, or equivalent. BA/BS degree in Accounting or Finance preferred.