Am - Collections

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- Accounts Receivables Collections and Credit Management Process_

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- Responsibilities_
- _Follow up on customer disputes, customer queries and analyze disputes._
- _Working between departments to get a resolution and communicate effectively with customers_
- _Research partial payments, invalid deductions, unallocated cash and open credit memos on customer accounts_
- _Perform account reconciliations to ensure payments and credit memos are applied to the correct invoices and work with Cash Applications to rectify any errors in postings_
- _Deliver quality customer service by researching and responding to all internal & external partners inquiries within the agreed threshold_
- _Participate in portfolio reviews, share with managers the current updates on assigned portfolio to track the progress on aged debt, disputes, unallocated cash and credit memos, any bottlenecks, help needed and participate in the regular governance agreed with SHI._
- _Ensure meeting the past due, collections targets set for the portfolio_
- _Respond to Escalations, coordinate with manager for next level escalation through proper documentation and necessary back ups_
- _Provide support on any specific reporting activities within or towards the month end_
- _Assist Sales team with the queries/tickets raised on ServiceNow and SharePoint related to credit holds, customer modifications, invoice, payment queries, unallocated cash, credit memos, refunds, credit and rebill, etc._
- _For credit enhancement/hold related requests, do proper due diligence in line with the agreed and established process and present findings to the management to take appropriate action._
- _Support at the month end on invoice status including but not limited to invoice consolidation, running reports for the flagged customers._
- _Should be able to conduct credit assessments for new account requests as well for existing customer and update AX_
- _Review the orders on hold, identify the reason, work towards it and communicate to sales and customers with reasons. Team must update the sales & customer for the orders which are on hold due to non payment of invoices/ Insufficient credit limit_
- _Perform credit check for existing customers using tools that may include but not limited to D&B, online research, financial statement review, etc. and inform Sales if customer is eligible for credit raise or not_

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- Additional Responsibilities_
- _Act as first point of contact for any escalation that an accountant comes across and is not able to resolve on their own_
- _Identify anomalies, gaps in the process and explore potential opportunities for improvement_
- _Collaborate with Quality and Digital function in implementation of identified process improvement opportunities_
- _Act as a Subject Matter Expert/mentor/buddy and provide guidance to team members on collections and credit management including running training programs for new hires in conjunction with the assigned trainer_
- _Audit samples or account review of the collection’s notes, disputes reasons in the blackline or in AX for the accounts which has been covered by Accountant_
- _Keep the SOP documentation updated as per the identified changes in the process and submit for regular review and approval_
- _Review /update Root Cause Analysis (RCA) provided by the accountant and work with SHI-SMEs in formalizing the resolutions and bringing the preventive control to ensure same error is not repeated_

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- Qualifications we seek in you_
- Minimum Qualifications_
- _Bachelor’s degree in commerce or equivalent_
- _Relevant Prior work experience_
- _You are required to work in US time zone_
- _ERP experience of Microsoft AX, Oracle, Salesforce, SAP_
- _Experience with AR System of Engagement (SOE) such as Blackline, High Radius, Get Paid._
- _Excellent written and verbal communication skills_
- _Ability to work effectively within all levels of an organization, both internally and externally_
- _Ability to work both individually and in a team environment_
- _Ability to think creatively and find solutions to issues_
- _Detail oriented with the ability to multitask and complete tasks with efficiency and accuracy_
- _Ability to self-manage, take the initiative and escalate to the supervisors as needed_
- _Effective follow up skills