Sr. Associate - Customer Care - Collections
Job Description - COLLECTIONS SENIOR PROCESS ASSOCIATE
1. Debt Collection & Communication
•Reach out to customers with overdue accounts using phone, email, and letters to initiate collections.
•Negotiate repayment terms and settlements in accordance with company policies.
2. Account Monitoring & Reconciliation
•Monitor accounts for overdue payments, delayed settlements, credit irregularities, or unapplied items.
•Reconcile account balances with customers and address unapplied credits.
3. Record-Keeping & Reporting
•Maintain detailed and accurate records of all customer communication and payment commitments.
•Log outcomes of collection efforts and follow-ups in CRM or collections systems.
•Prepare and submit regular collection activity reports for management review.
4. Dispute Resolution & Escalation
•Investigate and resolve customer complaints or disputes related to billing or payments.
•Escalate unresolved or complex cases to senior staff or legal teams as needed.
5. Cross-Functional Collaboration
•Work closely with departments like Credit Management, Sales, Supply Chain, Cash Application, and others to resolve outstanding issues.
•Provide necessary documentation to support third-party collections or bankruptcy cases.
6. Performance & Target Achievement
•Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs.
•Ensure timely cash inflow within agreed payment terms and SLAs.
7. Compliance & Process Adherence
•Follow all applicable legal and regulatory requirements related to debt collection.
•Adhere to company policies, SOPs, and standard quality benchmarks.
Qualifications
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
Certifications
Certified Data Processor (CDP) - LinkedIn Learning, Professional Customer Service - SMG/KRC Poland Human Resources
Required Skills
Account Maintenance, Banking Capital Markets, Collections Recovery
Language
Dutch (Required), English
Language Proficiency
Upper Intermediate - B2
Job Details
•Job Type: Regular
•Master Skill List: Customer Care - Collections
•Remote Type: Hybrid
•Work Shift: Standard (Romania)
