Take action to collect and resolve outstanding, past due balances
Manage a portfolio of accounts including delinquency, disputes, invoicing revisions, escalations
Recognize deteriorating credit situations; recommend and implement solutions
Primary KPI s: AR 60 days late, AR 360 days late, On-Account cash and daily account touch volume
Ability to handle a portfolio of more than 1500 open balance customer accounts
Ability and willingness to work flexible hours
Requirements :
Bachelor s degree in accounting or finance, or relative area of study, with 3+ years of experience in Business-to-Business Collections
Excellent communication skills - both verbal and written; Writes concisely, informatively
Ability to build relationships, with customers, and across internal teams
Demonstrate experience in overcoming customer objections to pay
Ability to perform duties independently
Fluent user of Microsoft applications
Intermediate Excel skills
Experience with Oracle R12 ERP is a plus
Experience in Collections Management software (CFORIA) is a plus
Experience with Salesforce.com and/or Salesforce Service Cloud is a plus
Job Responsibilities:
Senior Collector will manage a portfolio of significant UL Solutions customer accounts
Consistently engage with assigned Americas & EMEA customers, via telephone and other forms of communication, to ensure the timely payment of invoices and assist with overcoming any reason for delayed payment the client may express
Facilitating response to customer billing related inquiries, or coordinating w/ other teams as necessary
Understand Order documents/Purchase Order/Quote
Analyze accounts and service types procured to determine the most effective collection strategy
Identify the ideal customer point of contact for each circumstance
Record internal and external communications, root cause for delayed payment, next steps and timeline, plus any other relevant notes in the collection software
Keep track of payment due dates, commitments, and send reminders
Develop and implement effective debt collection strategies tailored to each case s unique circumstances
Provide correspondence and supporting documentation in a fast paced, goal-oriented collections team in a timely manner, upon request
Make phone calls on outstanding accounts; deliver exceptional customer experience in all interactions through inbound and outbound communications
Negotiate payment arrangements, when necessary, to ensure UL is paid as quickly and efficiently as possible while considering customer circumstances when feasible
Hold customers and internal teams accountable to contractual terms, UL policies, and accuracy
Collaborate with internal teams to resolve customer objections or disputes which are impacting the ability to collect receivables
Assess and make timely recommendations for bad debt write off and third-party collection agency placement; submit requisite paperwork in an organized, complete manner
Ensure policies, procedures, and internal controls are always followed, in compliance with internal and external audit and functional initiatives
Work independently with minimal supervision
Monitor and track progress on cases received through our CRM Salesforce Service Cloud and ensure acceptable service level response times
Meet tight deadlines with focus on quality, results, and timely delivery.
Candidate will need to stretch during peak/critical service delivery periods, and may expect to work up to 10 hours overtime weekly
Responsible to act as a SME for the Collections function; accountable for training and mentoring new joiners
Complete scheduled and ad-hoc reporting as per management instruction
Support Manager/Supervisor/Lead to drive performance of the team and deliver results
Core Competencies:
The ideal candidate must possess strong critical thinking, stellar communication skills, and will be a quick learner
Work independently with minimal supervision, and extend support in assisting Collectors to upskill themselves by sharing best practices
Critical thinker with a risk-based approach and strong problem-solving skills
Proficiency in English business communications, both written and verbal
Team player who is dedicated to quality and continuous improvement
Maintain productivity at or above the given targets
Knowledge of Six Sigma concepts for continuous improvement
Adapt to high volume customer communications while maintaining best in class KPIs
Collaborate with coworkers, exhibit strong interpersonal skills
