Europe Collections Analyst

Performance Objectives:  

Clients

•    Use a combination of communication tools, primarily telephone and e-mail, to contact clients to discuss outstanding debt issues.
•    Utilising a combination of defined processes, case history and judgement, make decisions on next course of action, on a client-by-client basis.
•    Record accurate records of client communications within Oracle Advanced Collections system.
•    Investigate and resolve occurrences of unallocated cash.
•    Effectively negotiates payment and solutions when addressing client concerns, issues, and complaints.
•    Stakeholder Management – Safeguard the long-standing goodwill relationship with internal/external clients.

Excellence

•    Achieve a variety of targets, based upon qualitative and quantitative measures.   
•    Continually re-prioritise an ever-changing workload, ensuring activity is focused towards achieving a variety of targets. 
•    Escalate any issues affecting the recovery of monies in a timely manner, either internally through Global Finance Services Management or with the business, as required.
•    Ensure tasks are performed in accordance with Service Level Agreement objectives.
•    Contribute ideas and actions towards the continuous improvement of processes within area of influence.
•    Understand and apply WTW’s Billing processes, policies, procedures, and internal control standards.

People

•    Liaise with the Management team and Collections Analysts regularly regarding all aspects of collection activity performance.
•    Interface with other Global Finance Services associates to ensure compliance with cross-team responsibilities.
•    Work effectively within the team dynamic.

• Experience working in a business-to-business Collections / Credit Control environment
• Experience of working in an environment communicating with English speaking clients
• Strong fluency in written and spoken English
• Ability to articulate and communicate professionally is essential
• Strong customer service skills / ability to communicate professionally through a variety of channels (e.g., telephone, e-mail)
• Ability to work well under pressure and meet ever changing deadlines and stretching targets
• Adaptable, able to learn new processes, concepts, and skills
• Ability to interpret and analyze financial data and use their analysis to identify the root cause and/or devise the appropriate action plan.
• Ability to professionally handle and resolve, exceptions, and disputes.
• Strong knowledge of MS Excel
• Willing to work on Mid-Shift and/or night shift.