Customer Account Specialist

Customer Account Specialist

This role has been designed as 'Hybrid' with an expectation that you will work on average 2 days per week from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

HPE Financial services is where we help organizations create the investment they need for digital transformation, in an innovative and sustainable way. We partner with customers across their entire IT asset portfolio from edge to cloud to end-user. Unique to each client's aspirations and size, our financial and asset management solutions are anchored by best-in-class tech upcycling services. Join us redefine what's next for you.

Job Family Definition:

Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel.

Management Level Definition:

Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

What you'll do:

Responsibilities:

"This customer delivery position manages the customer lifecycle and collection process. The Customer Account Specialist (CAS) monitors, reports, document and resolve payment deviations (payment delays). The CAS will serve as the accounts receivable point of contact for the customer, resolving any invoicing and payment queries and ensuring the customer has an effortless customer experience. The CAS will be responsible for meeting the company's AR targets, the role will work very closely with the customer's accounts payable team to ensure payment, and with internal functions to ensure all invoice payments are applied and closed. In channels where they are more engaged with the customer experience than with the collection activity, it's clear that the role is responsible for proactive customer service too. This role supports the customer in their understanding of the channels available to them to engage with us, for example, the portal.

Follow up mail / calls to customer on payments

Initiate collection steps to default customers

• Sales Escalation
• Dunning / Collection letters
• Working with Collection Manager and legal to initiate legal steps

External and Internal query management

Solution design to ensure smooth process

Cater to agreed customised solutions

Adherence to internal and external compliance requirement"

What you need to bring:

Education and Experience Required:

• Typically a Bachelor's degree or equivalent experience and 4-6 years related experience or Master's degree and 2-4 years experience.
• 4-6 years related experience in a telephone support position in a service or end-user support environment. 2 years experience in the microcomputer industry. Technical training in the company or other manufacturers' product lines.

Knowledge and Skills:

• Working knowledge of the field of Customer Relations.
• Excellent verbal communication and customer service skills.
• Intermediate-level knowledge of operating systems software.
• Demonstrated writing/correspondence skills. Experience and demonstrated presentation skills.
• Knowledge of legal ramifications/conflicts in Customer Relations environment such as consumer rights and manufacturers' warranty responsibility.

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Relationship Management (CRM), Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 6 more}

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job:

Services

Job Level:

Specialist

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.