Specialist – Finance (Collections)
Job Location: Mumbai
In this role you will be responsible for the collection tasks and maintaining customer relations. You will have proactive outreach, diligent follow-up on
overdue accounts, and efficient dispute resolution. Also, you will maintain accurate records, perform regular account reconciliations, and collaborate
with internal teams. Contribute to streamline the collections process while supporting customers in meeting their payment commitments, thus
reinforcing the company's commitment to operational excellence and partnership.
Key Responsibilities:
- Customer Engagement: Reach out to end customers through voice and non-voice processes to share Statements of Accounts (SOAs) within
the defined turnaround time (TAT).
- Dunning: Ensure timely follow-up on payments and manage the dunning process for overdue payments by sending reminders as per the
standard operating procedures.
- Collection Management: Capture and update the Promise-to-Pay (PTP) dates in the Collection Tool (MA!N) after customer interactions. Shall
be responsible for follow up on any payment advice not received on time from the customer.
- Dispute Management: Document and investigate customer disputes regarding non-payment or partial payment of invoices. Collaborate with
internal teams to resolve issues.
- Escalation Management: Escalate any unresolved disputes, payment issues, or other concerns that could delay payment to senior
management or relevant teams for timely resolution. The goal is to ensure payments are collected as per the agreed terms.
- Bookkeeping: Send the payment details for posting and allocation, as outlined in the payment advice, to the CashApps Team for processing
in the accounting system.
- Account Reconciliation: Conduct regular account reconciliations with customers to address any discrepancies between their records and
internal system balances and obtain balance confirmations as needed.
- Reporting: Maintain detailed records of customer interactions, payment statuses, and disputes, generate regular reports to assess payment
performance and outstanding balances, and report any issues, trends, or anomalies related to collections and disputes.
- Database Upkeep: Ensure the customer database is kept up to date by collaborating with relevant teams to update contact details, such as
changes in the contact person, and maintain accurate records.
- Professionalism: Maintain a calm, patient, and respectful attitude during all customer interactions, always uphold a professional appearance
and demeanour, and ensure a positive experience, even in challenging situations.
- Ad hoc Task: Any additional tasks assigned based on specific circumstances and requirements.
Required Skills/Abilities:
- Bachelor’s Degree in Commerce, Finance, Business Administration, or equivalent field.
- Minimum 3 years of experience in Order-to-Cash processes or a related financial operation.
- Strong knowledge of collections processes, including payment follow-up and dunning.
- Proficient in utilizing financial software and systems (e.g., Oracle, Basware), with ability to quickly adapt to new technology.
- Ability to record, track, and resolve disputes efficiently while collaborating with internal teams.
- Possessing excellent verbal and written communication skills, with the ability to explain complex issues clearly and professionally, while
maintaining a presentable appearance and interacting effectively with customers and internal stakeholders.
- Possess the ability to independently manage account reconciliations and resolve discrepancies with customers.
- Proficient in maintaining accurate customer records and collaborating with relevant teams to ensure contact and account information is
consistently updated.
