Bill to Cash Operations Associate

5 months ago

Gurugram, India BT Group Full time

What you’ll be doing

• Discussing payment of invoices with business customers on calls to secure payment or remove barriers to making payment.
• Improving cash flow at every opportunity by telephone, encouraging preferred payment methods, educating customers to improve payment patterns, and minimise overdue debt without compromise to customer satisfaction.
• Resolve simple enquiries and aim to resolve in a professional, quality manner, within agreed targets.
• Ensuring promises made to the customer are kept, with proactive contact where failure is anticipated.
• Meeting set targets for cash collection/overdue debt, enquiry resolution, productivity, quality, and customer experience
• Protecting and developing customer loyalty through the provision of an excellent Billing service to our customers.
• Maintaining accurate records of conversations/actions taken.
• Ensuring all communication with our customers is clear and concise and portrays BT in a positive and professional image at all times.
• Providing cover for colleagues during periods of absence to ensure that key tasks are covered
• Capturing dispute details and ensure they route to the correct enquiries team for resolution.
• Attending conference calls/meetings/1:1’s/forums when/where required.
• Adhering to strict validation of customer contacts to protect customer data in accordance with GDPR guidelines.

The skills you need

• B.Com and BBA graduates preferred 
• Background and experience for Voice process in Customer experience/service, most preferably credit management and resolution of customer enquiries/complaints.
• Excellent Customer relationship skills including strong communication, rapport building, with strong written and verbal competency. 
• Effective negotiation, influencing and problem-solving skills and the ability to manage conflict well.
• Confident & effective communicator, able to deliver key messages and potential service impacting consequences in the event of non-payment, whilst consistently display tact and diplomacy with the ability to reasonably defend decisions where required.
• Compliance and adherence to policy and process to ensure SARBOX controls are met and any financial transactions are carried out under the appropriate delegation of authority.
• Established and proven relationships within customers and internal teams along with good team building skills to drive value and performance
• Good commercial acumen and financial skills
• Ability to work to ever changing and stringent targets in order to achieve optimum cash flow into business.
• Proficient in range of Microsoft office software, Excel, Outlook, PowerPoint, Word, Access, SharePoint etc.
• Good working knowledge of Billing, Agent and Collections Desktop, with knowledge of supporting systems CSS, Oracle, CFB (Customer Manager), Radar, Analyst Converge, BTBA.
• Safeguard customer data in line with GDPR regulations and all other process and policy pertinent to protecting sensitive information.

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