Deputy Manager- OTC Collection

2 weeks ago

Gurgaon, Haryana, India Johnson Controls Full time

Who we are? 

Johnson Controls is the global leader for smart, healthy and sustainable buildings. At Johnson Controls, we've been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world's largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.

This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. We're helping to create a healthy planet with solutions that decrease energy use, reduce waste and make carbon neutrality a reality. Sustainability is a top priority for our company. 

We committed to invest 75 percent of new product development R&D in climate-related innovation to develop sustainable products and services. We take sustainability seriously. Achieving net zero carbon emissions before 2040 is just one of our commitments to making the world a better place. 

Please visit and follow Johnson Controls LinkedIn for recent exciting activities.

Why JCI:

Asia-Pacific LinkedIn:

Career: The Power Behind Your Mission

OpenBlue: This is How a Space Comes Alive

How will you do it?

  • Responsible for taking escalated and supervisor calls of collectors. Providing complete resolution to the JCI customers
  • Obtain and evaluate all the relevant data to handle complaints and inquiries.
  • Following up with internal/external stakeholders for escalated customer calls.
  • Analyze customer behavior and set frequency of call penetration.
  • Responsible for continuous on call support for collectors to ensure their queries are resolved real time.
  • Responsible for overseeing collection activities of all the active customers of North America & Canada customers.
  • Manage collection processes and provide early stage customer service to avoid any customer complaints.
  • Maintain call logs and flag process deficiencies.
  • Coordinate with cash applications team for accurate application of funds and remittance advice.
  • Manage disputes of dialer portfolio to drive resolution/closure.
  • Maintain work efficiently and respond quickly to internal/external stakeholders.
  • Manage unapplied cash of assigned portfolio.
  • Manage portfolio review calls with internal/external stakeholders.
  • Approve adjustments, write off, refunds & netting requests
  • Manage daily adherence of team as per business requirements
  • Review daily AR reports to drive Cash Collection, Unapplied Cash & Past Due reduction

What we look for?

  • Graduate/Postgraduate/master's degree in commerce
  • 7-9 years of experience required in North America/Canada Collections, customer service
  • Proficient in both verbal & written communication with excellent American pronunciation
  • Proficiency in GETPAID/Collection tools.
  • Proficient with Microsoft Word, Excel, PowerPoint etc.
  • System knowledge in ERP's - Oracle, ADMIN/CARMS, COMPASS, Account Ledger, IBS, NexGen etc.
  • Excellent customer service, organizational communication and follow up skills with the ability to work in a fast paced team environment while meeting deadlines.
  • Ability to perform complex account reconciliation preferred.
  • Team player with proactive approach and problem solving personality
  • Work experience in a shared service contact center in mandatory
  • Flexible with shift timings
  • Responsible for managing WFM activities for the team
  • Tracking collections & team performance
  • Manage IT/NICE issues
  • Ensure dialer is active as per the schedule with optimum utilization resources

What we offer:

We offer an exciting and challenging position. Joining us you will become part of a leading global multi-industrial corporation defined by its stimulating work environment and job satisfaction. In addition, we offer outstanding career development opportunities which will stretch your abilities and channel your talents

Diversity & Inclusion Our dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers' vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate.  Our D&I mission elevates each employee's responsibility to contribute to our culture. It's through these contributions that we'll drive the mindsets and behaviors we need to power our customers' missions. You have the power. You have the voice. You have the culture in your hands.

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