Customer Account Specialist

The Customer Account Specialist (CAS) monitors, reports, documents and resolved payment delays for a large cohort of customers in their portfolio.

Responsibilities of role

• Contact customers via a dialler system in order to reach an understanding of the customers’ financial circumstances Deliver high level of customer experience within the lifecycle processes
• Service requests of customers through different access channels (email, phone, customer portal, D365 platform)
• Build and maintain strong customer relationships
• Demonstrate understanding of customer infrastructure, processes, and key customer contacts
• Support Total Customer Experience
• Prepare weekly collection strategies and establish action plans to meet / exceed metrics
• Report progress during AR review meetings and effectively forecast month end metrics
• Management of collection balances via our ageing buckets
• Perform to target via 31+ 91+ and 151+ buckets
• Ensure Cash Allocation and Suspense Management are managed timely and accordingly to policies and procedures
• Account Reconciliations on debtor ledgers to match corresponding customers creditors ledger
• Document all collection activities in required applications
• Communicate/escalate to TL /SEM any customer changes quickly, consistently and effectively
• Collaborate and engage with team members providing valuable input for customer solutions
• Proficient and compliant to internal processes and policies
• Demonstrate sound judgment, prompt follow-up, and timely escalations
• Escalate disputes and non-responsiveness effectively and timely
• Proactive interaction and collaboration with various internal and external stakeholders

Competencies

Strong verbal skills resulting in successful collection of fees and timely management of returns

• Demonstrate verbal and written communication and customer service skills
• Good working knowledge in Microsoft Office (Excel, Word, Outlook)
• Effective organization, time management, prioritization, follow-up and execution skills