Associate c2c collections process expert

Job Description

As a member of the team, you will leverage your proficient knowledge of one or more processes to participate in meeting service levels, key measurement targets of the team and delivers a high quality and cost-effective service. Is proactive in ensuring the delivery of a customer focused service to client.

As a Senior Process Associate you will be expected to:

• Have good knowledge of the process, policies and desk top procedures within their engagement.
• Have good knowledge of the Client business area they support.
• Displays a developing understanding of Capgemini, the way we do business, the technologies involved and operational processes & procedures we recommend based on our assets, like DGEM.
• Identify simple ideas that add value to day-to-day operations or tasks and makes improvements to process within own area of remit.
• Have excellent command of the functionalities of the technology used for the delivery of services in the specific client context.
• Have general knowledge of CG Platforms approach and the Automation Drive Suit and DGEM Tech.
• Be familiar with standard analysis tools/techniques.
• Look for and gather key data and conducts a structured analysis.
• Be aware of the business context for the analyzed data and can draw insights and makes relevant recommendations with coaching.
• Understand that individual performance (efficiency and effectiveness) impacts the performance of the overall engagement.
• Understand KPI measures and their basic impact on profitability.

General Responsibilities / Accountabilities:

• Responsible for chasing outstanding invoices from customers of our clients.
• Plays a vital role in the cash-flow of our client ensuring credit given to customers is monitored and controlled effectively.
• Assists customers experiencing repayment difficulties, chase up late payments and arrange with the customer the best way forward to repay the debt.
• Manages an AR portfolio. Responsible for achieving cash collection and ageing targets.
• Negotiates, implements and documents payment solutions with customers.
• Builds and maintains strong relationships with external customers.
• Escalates disputes and protracted nonpayment situations in accordance with engagement policies.
• Identifies frequently recurring situations at customer level, escalates such situations and suggests remedial actions.
• Applies fundamental collection techniques and adjusts collection strategies to the requirement of the portfolio.
• Maintains knowledge of the business area of the client that is supported.
• Ensures control and compliance regulations are followed.
• Able to communicate with key stakeholders across different levels in a manner that leads to desired outcomes.
• Proficient negotiation skills.

Qualifications (Education/Experience/Certification):

• Minimum English at CEFR Grade B1 (intermediate) or equivalent.
• Started certifying in DGEM Tech technologies relevant to role.