Language Specialist

3 months ago

Gurgaon, India IHG Hotels & Resorts Full time

The primary responsibility of this role is to provide active support to a group of owned/managed hotels in maintaining hotels’ Accounts Receivable, along with maximizing cashflow opportunities through effective credit control, cash collection, and timely query resolution for assigned customers’ accounts. Such activities include cash application, accounts reconciliation, and agreement of balances with customers. The job includes setting up new customer accounts, credit reference checks, revision of credit limits, etc. Ensure that the integrity of all work and interactions with customers are completed with full accuracy and as per agreed SLA and procedures.

Key Accountabilities

• Manage hotels Accounts Receivable with full accuracy in accordance with Service Level Agreements. Responsibilities include but not limited to - a) Effective & regular follow up with customers for outstanding receivables b) All aged (60+) items are addressed regularly and escalated c) Ensuring processes and procedures are followed regarding customer contacts, adhering to the process policy, d) Proactively inform any customer issues and escalation e) Issues & identified mistakes are not repeated

• Provide language support in translating the contents from the local language to English and vice-versa. Regular interaction with customers and business teams in local / English language. Attend and lead calls in the local /English language with customers and business stakeholders.

• Setup of New Customer’s accounts, Credit Reference check and revision of Credit limits. Reviewing payment remittance and cash applications in the system. Process customer refunds.

• Regular interaction with hotels and business teams along with managing Credit Review Meetings

• Independently handling and resolving process-related issues.

• Help / Support the Team Leader or Manager in various Reports/ Tracker/Calls /process level key activities, improvement initiatives, automation, and drive efficiency to deliver the same on a timely basis

• Need to work in coordination with the team leader to suggest or look at training needs of other new and junior team members. Analyze system reports to ensure accuracy, research and resolve problems; ensure the integrity of assigned system and data.

• Provide guidance & coach new members in the investigation, analysis, and resolution of customer-specific issues.

• Assist with daily cash application ensuring transactional integrity adhering to consistent departmental policy.

• Ensure all customer records are kept up to date, conversations and all maintenance processes are documented and filed as agreed.

• Regular interaction with various teams across functions

• Provide full support in managing all audit queries on time to time basis.

• Prepare and compile various reports as required for special studies and projects.

Required Education, Experience, Technical Skills and Knowledge

Education: Associate Degree or Bachelor's Degree in a relevant field of work or an equivalent combination of education and work-related experience.

Experience: A minimum of 3-4 years of progressive work-related experience with demonstrated proficiency and understanding in one or more functions related to the position.

Technical Skills and Knowledge:

- Demonstrated intermediate-level knowledge of PeopleSoft or other enterprise financial systems and Microsoft

Office (Outlook, Word, Excel).

- Demonstrated effective verbal, reading, and written English and Foreign language communication skills.

- Demonstrated proficiency in recognizing and resolving problems or inconsistencies in transactions and

systems.

- Ability to influence and negotiate resulting in positive customer payment decisions

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