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Process Associate - Collections

Keywords / Skills : Process Associate - Collections, phone calls, ERP, SFDC queries, customer payments, invoice copies

Posted: 2019-09-02

Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Role
Customer Service Executive (Voice)
Posted On
2nd Sep 2019
Job Ref code
CPG012878
Job Description
Job Description :

Inviting applications for the role of PA, Collections
Responsible for fielding incoming calls with queries and payment requests. Working with different departments to resolve the disputes. Sending emails, faxes or making phone calls to send/ receive documents from the customers for dispute resolution. Categorizing dispute in ERP and provide inputs for the report
Receive customer payments (primarily via incoming calls)
Responding to email/SFDC queries related to disputed invoices / deductions claimed
Research and analyze the disputes/deductions in ERP JDE
Follow-up with various departments to get supporting documents/ info for dispute/deductions resolution
Documenting notes in GetPaid
Follow-up with customers via email, fax or phone to provide documentation
Provide statements, invoice copies, electronic reports to customers as requested
Provide billing data (ie invoice copies, statements, etc) upon request from customer to facilitate payments
Process or submit adjustments / write-offs based on DOA
Collects and updates customer contact information
Researches unallocated cash and works with internal team to get applied
Identify opportunities and recommend solutions for process and automation enhancements
Qualifications
Minimum qualifications

Day to day communication with business partner / relevant counter parts and with business leads wherever required
Ability to interact with customers via phone, email, SFDC and GetPaid
Basic Excel & Outlook skills along with accurate & fast data input ability (30-35 words per minutes with > 95% accuracy)
Understand full OTC cycle
Knowledge of GetPaid and/ or JDE Systems will be helpful
Excellent verbal and written communication skills (English language)
Customer Oriented in resolving process related requirements
Willingness to work in US Working hours / Graveyard Shift
Customer relationship management skills
Detailed / Multi-task oriented, Problem Solving Skills
Innovative and reliable
Team-player as well as the ability to be self-directed
Experience in Collection and Dispute Management process. Ability to train team members
Good Communication skills and CEF-B2/C1 level language proficiency (English)
Problem solving and Analytical decision-making skills

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit (https://www.youtube.com/user/GenpactLtd) .



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