Collections Executive
2 weeks ago
Role Profile- Role Details- Role Title- Senior Credit Collector Agent- Reports to (title)- Credit Risk & Collection Team Leader / Supervisor- Corporate / Business Division- Express- Business Unit- Express- Career Function- Finance- Job Family- Accounts Receivable- Career Level- 1- Geographical scope- Country- Grade- tbc- Role Purpose- To actively manage and coordinate credit collection for an assigned portfolio of customers in alignment with DP DHL process guidelines and policies in an efficient and cost effective manner.- Date Profile Approved- November 2014-
- Global AR Process Tower- Scope of Role- Revenue of own unit [year]- Number of countries covered [year]- No. of FTEs [Total FTEs
in own area of responsibility]- Direct/Dotted Line reports [only first level of reports into the role]- n/a- n/a- n/a- n/a- Budget responsibility (including personnel cost) in m or bn € [year]- Expected EBIT of own unit
in m or bn € [year]- Size of assets under management
in m or bn € [year]- Other relevant dimension- n/a- n/a- n/a- Specific Role context [brief explanation]- Specific Role Challenges [brief explanation]- Outbound Call Center Environment- Role involves direct customer interactions and negotiations over the phone and by (e-) mails (incl. visits)- Accountabilities- Key Activities- Overall Goals / Typical Measures- Customer - Business Roles External- To actively promote and ensure DHL trading terms and conditions are being adhered to by the customer
- To contribute knowledge and expertise toward resolving reoccurring billing issues.
- To maximise collection effectiveness from all customers in a timely and professional manner.
- To maintain efficient records of collection activities.
- To manage customer escalations and negociate settlement plans as required
- To drive debt collection, involve in customer interactions (incl customer visits as deemed necessary)
- For own area of responsibility:
- Days Sales Outstanding
- Ageing Trial Balance
- Bad Debt Provision
- Bad Debt Write Off
- Ageing over 60 days
- Stakeholder - Business Roles External & Internal- To coordinate resolution of sales and customs disputes according to escalation procedures
- To identify cheque and electric bank transfer allocation issues and coordinate rectification with responsible team
- To contribute knowledge and expertise toward resolving reoccurring billing issues
- To monitor credit accounts and report delinquent customers to Team Leader for review and action.
- To monitor credit limit of accounts and ensure proper action is taken
- To coordinate master data, billing and collection issue resolution with internal and external customers as deemed necessary and in coordination with team leader and supervisor
- For own area of responsibility:
- Collection Effectiveness Index
- Free to collect at EOM
- Disputed Amount at EOM
- Turn-around-time of queries
- Un-applied cash at EOM
- Un-allocated cash at EOM
- Process- List of processes as per AR GOM/ROM 3.01 - 3.07
3.01 Collection Segmentation & porftolio allocation
3.02 Active Collection (incl visit & schedule check pick up)
3.03 Prepare & Execute dunning runs
3.04 Trigger & follow-up on escalation process (incl visit)
3.05 Prepare, execute, follow-up credit hold (temp credit stop)
3.06 Prepare, execute, follow-up outsourced collection
3.07 Prepare, execute, follow-up debt recovery & legal referals- For own area of responsibility:
- Number of outbound calls and contacts
- Number and value of Promise to Pay secured
- Effectiveness of Promise to Pay
- Number of accounts and value assigned to portfolio
- Individual cash targets
- People - Management- N/A- DP DHL Competencies- Required Level- Level Requirement Statement- Making customers more successful- N/A- Proactively reviews and improves internal processes that do not meet the customer’s needs- Develops and delivers innovative solutions and services that create value for customers and DP DHL- Shaping direction- N/A- Anticipates potential risk and ensures appropriate contingency is agreed / built into plans and strategy- Integrates information from external best practice to develop strategies / plans- Driving high performance- N/A- Challenges others to make use of their decision making freedom- Regulary reviews progress with all stakeholders against targets and defines contingency plans- Developing others- N/A- Collaborates with collegues to implement new ideas and approaches learned through development- Proactively partners with new colleaguesto the area / organization to help them be more successful faster- Developing self- N/A- Is a role model across the area for the way they act- Proactively seeks out challenging projects outside of core experience and achieves solid results- Functional Competencies- Required Level- Level Requirement Statement
( depends of the customer but would set the minimum level on Preferred Supplier for a RCM)- Analytical skills- 2- Is able to gather and structure all data and information relevant for the
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