Recoveries Specialist Accounts Receivable

**Role Profile**

To successfully allocate all debits and credits to customer accounts, ensure all Direct Debit processes are performed daily and to maintain SLA’s on Dissatisfactions and Correspondence that comes into the department.

**Responsibilities of the role**
- Support The business with all banking procedures as per the recommendations held in the Accounts Receivable team including all payment allocations.
- Follow the daily and monthly Direct Debit tasks covering set ups, exceptions, and Direct Debit submissions.
- Ensure all refunds to customers are processed in a timely manner.
- Access and action all processes within the external portals provided to carry out 3rd party tasks.
- Support the complaints & dissatisfactions advisors in line with our processes, working very closely with our customer resolution team.
- 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**
- Assign all payments received to customers accounts on day of receipt.
- Process all refunds and add to master log within 48 hours of receipt.
- Process all Direct Debit requirements daily/weekly/monthly dependant on task.
- Be flexible in prioritising workflow to ensure all banking processes do not go in backlog.
- Identifying DD opportunities whilst completing specific administrative support.
- Quality and accuracy of work to be 100%

**Experience**
- Cash allocation/ reconciliation experience
- Experience of working in Verastar’s Collections Specialist role (desirable).
- Strong communication skills written and verbal. Attention to detail crucial.
- An advanced level of computer literacy.
- A stable and reliable employment record.

**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 queries 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.

**Verastar Values**

Our core values are at the heart of everything we do, and some of the ways they transform into our best practice customer behaviours can be seen below.

**Innovative: We find a better way**
- We actively seek feedback from our customers to understand how we can improve.
- We seek new ways to communicate with our customers, in a way which suits them.
- We are inquisitive about our customers’ needs, enabling us to provide the best resolution for them.

**Passionate: We go the extra mile**
- We own our customer queries and keep going until we’ve found a resolution.
- We get back to people when we way we will, and we always deliver on our promises.
- We strive to continuously improve the service we deliver to our customers.

**United: We are one team**
- We share our knowledge and expertise so we can learn from each other.
- We welcome and support new joiners and help them in their learning journey.
- We’re happy to provide support to other teams when needed.

**Straightforward: We keep things simple**
- We make things easy for our customers.
- We communicate clearly and honestly in all our interactions.
- We do what we say we will.