Collections and Billing Inquiries Specialist

Summary

This role reports to Team Leader Collections and resides in the Operational Finance Department. This role is primarily based in Sofia, Bulgaria.

Essential Duties and Responsibilities

Routine Collections Process

Review and monitor assigned accounts, proactively contacting customers to reduce payment delinquency

Identify and analyze issues preventing payments and work with the customer and internal teams to resolve, including initiating disputes

Initiate appropriate past due activity including phone calls, email, past due notices and service interruption

Performs collections on past due accounts, initiates disconnect for non-payment

Manage semi-automated Statement of account & Dunning letters – Reminder 1,2, Final and Disconnections – Soft and Hard

Outbound collection calls (balance inquiries, first bill reviews, credit note application)

Outbound collection emails (balance inquiries)

Accounts Receivable Management

Review and monitor assigned accounts and all applicable collection reports

Identify and reserve potential customer bad debt

Bank fee write-off, credit limit & credit hold management

Enter and maintain latest status BAN notes in CMD.

Simple account reconciliations, simple cash app interventions. To include payment split, payment re-application and

Negotiate payment plans with customers as necessary and with manager pre-approval

Initiate legal or 3rd party collections involvement by utilizing the third party queue

Manage CAM / Account Rep involvement & escalations

Log and resolve client inbound requests (calls and emails to )

Resolve all single request tickets immediately:

Invoice request

Payment remittance (cash applications ticket)

Informational emails

Forward to sales

Creating a dispute

Provide Client feedback on ticket progress and resolution

Escalations: Billing Issues; Cash Apps tickets;

Resolve tier 2 inquiries

Complex account reconciliations, escalations: working with Billing and CAM on any contract or billig related matter;

Provide all necessary documentation and support in order to properly escalate ongoing issues as they arise

Resolve and approve level 1 customer disputes

Cash applications ticket support, if necessary

Other tasks

Handles other administrative tasks as requested by line manager

During crossover from Interoute role to GTT role employee will be required to split work between legacy role and new role.

Experience Required:

At least 1 year of previous experience in a sales support or complex administration function preferred

Strong computer skills and good levels of competence in Microsoft Office such as Word and Excel, PowerPoint desirable

Qualifications

Excellent English Skills are a must

Strong customer focus

Ability to work accurately and meet deadlines

Attention to detail and accuracy while being able to maintain higher workload

Professional and articulate

Effective communicator; able to liaise with confidence with both the internal and external parties

Flexible

Reliable

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R0012543