Customer Account Specialist
This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.
Who We Are
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world.
Job Description
HPE Financial services is where we help organizations create the investment they need for digital transformation, in an innovative and sustainable way. We partner with customers across their entire IT asset portfolio from edge to cloud to end-user. Unique to each client's aspirations and size, our financial and asset management solutions are anchored by best-in-class tech upcycling services.
Job Family Definition:
Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel.
Management Level Definition:
Applies basic foundation of a function's principles, theories and concepts to assignments of limited scope. Uses professional concepts and theoretical knowledge acquired through specialized training, education or previous experience. Develops expertise and practical knowledge of applications within business environment. Acts as team member by providing information, analysis and recommendations in support of team efforts. Exercises independent judgment within defined parameters.
What You'll Do
This customer delivery position manages the customer lifecycle and collection process. The Customer Account Specialist (CAS) monitors, reports, documents and resolves payment deviations (payment delays). The CAS will serve as the accounts receivable point of contact for the customer, resolving any invoicing and payment queries and ensuring the customer has an effortless customer experience. The CAS will be responsible for meeting the company's AR targets, the role will work very closely with the customer's accounts payable team to ensure payment, and with internal functions to ensure all invoice payments are applied and closed. In channels where they are more engaged with the customer experience than with the collection activity, it's clear that the role is responsible for proactive customer service too. This role supports the customer in their understanding of the channels available to them to engage with us, for example, the portal.
•Follow up mail / calls to customer on payments
•Initiate collection steps to default customers:
•Sales Escalation
•Dunning / Collection letters
•Working with Collection Manager and legal to initiate legal steps
•External and Internal query management
•Solution design to ensure smooth process
•Cater to agreed customised solutions
•Adherence to internal and external compliance requirement
What You Need to Bring
•Typically a Bachelor's degree or equivalent experience and/or 1-2 years related experience or Master's degree
Knowledge and Skills:
•Basic knowledge in the field of Customer Relations. Demonstrated verbal communication and customer service skills.
•Knowledge of microcomputer hardware, basic-level knowledge of operating systems software.
•Demonstrated writing/correspondence skills.
•Skill level expectations should be 1 or 2 out of 5
Behavioral Competencies:
•Customer Focus - Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.
•Cultivate Innovation - Creates new and better ways for the organization to be successful. For example, approaches professional work in unique or innovative ways. Offers original ideas. Appreciates others' creative ideas and solutions and provides helpful input to enhance them.
•Manage Ambiguity - Operates effectively, even when things are not certain or the way forward is not clear. For example, responds effectively to unclear situations, seeks to resolve ambiguity and make progress. Seeks guidance on how to adapt to changes, responds with appropriate composure and effectiveness.
What We Can Offer You
•Health & Wellbeing - We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
•Personal & Professional Development - We invest in your career with specific programs catered to helping you reach your career goals, whether you want to become a knowledge expert in your field or apply your skills to another division.
•Unconditional Inclusion - We are unconditionally inclusive in the way we work and celebrate individual uniqueness.
Job Level: Entry
