Corporate Collections Expert

**Role Profile**

To successfully collect overdue balances from our premier account customers by building key relationships, managing complex reconciliations, and understanding customer process.

**Responsibilities of the role**
- Actively contact customers with overdue balances from using statement of account reconciliations (to allow for a full analysis of the account) to telephone conversations to review details of overdue balances.
- Review new invoices raised to identify potential bill shocks and link in with customers prior to the customers payment due date.
- Seek first-time resolution with customers agreeing a payment or payment plan and re-setting Direct debits to avoid future debts.
- Work with the PDV/Disconnections and 3rd party recoveries teams to escalate balances where resolution cannot be achieved through standard channels.
- Successfully review & resolve complaints & dissatisfactions in line with our processes supporting the payments specialist team and working very closely with our customer resolution team.
- Liaise with our Premier Account Managers and Customer Resolution Team to resolve disputes that are preventing payment.
- Ensure all company & collections process, policy and procedures are always adhered to including regulatory aspects.
- Create excellent working relationships across the Verastar colleague community.
- Ensure own activity complies with all regulatory standards, GDPR and quality policies.
- Develop an in-depth knowledge of Verastar’s systems, processes, products and services.

**Success Measures**
- Achieve a minimum collections amount and debt reduction per month in line with business targets.
- Being flexible in prioritising workflow to ensure the number of abandoned calls/outstanding queries continues to decrease.
- Call Quality & compliance achieved with 90% +
- Work on the GYOW model to constantly strive for the next level in your career path.

**Experience**
- Previous experience in a collection’s role essential.
- Previous experience in dealing with high value customer base preferred.
- Strong communication skills written and verbal.
- An advanced level of computer literacy.
- A stable and reliable employment record.
- A proven track record of hitting individual KPI’s

**Skills**
- Excellent written and verbal communications skills. Flexibility in communication styles to accommodate individual customers.
- High level of attention to detail and organisation, with a sense of ownership, pride and

responsibility for the accuracy of your own work.
- The drive, curiosity and determination to resolve customer issues making it easy for our customers to deal with us.
- A genuine interest in your own development and learning needs, with the energy and desire to act on them to improve your performance.
- The ability to be flexible to the various work flows within the department.
- A professional, friendly and helpful demeanour, with the desire to create great working relationships with both colleagues and customers.

**Qualifications and other requirements**
- Knowledge of the Telecoms/energy sector preferable.
- IT literate.
- Strong mathematical skills.

SP