Summary

This role reports to Team Leader Collections and resides in the Operational Finance Department. This role is primarily based in Sofia, Bulgaria.

Essential Duties and Responsibilities

• Routine Collections Process
  • Review and monitor assigned accounts, proactively contacting customers to reduce payment delinquency
  • Identify and analyze issues preventing payments and work with the customer and internal teams to resolve, including initiating disputes
  • Initiate appropriate past due activity including phone calls, email, past due notices and service interruption
  • Performs collections on past due accounts, initiates disconnect for non-payment
• Manage semi-automated Statement of account & Dunning letters – Reminder 1,2, Final and Disconnections – Soft and Hard
• Outbound collection calls (balance inquiries, first bill reviews, credit note application)
• Outbound collection emails (balance inquiries)
• Accounts Receivable Management
• Review and monitor assigned accounts and all applicable collection reports
• Identify and reserve potential customer bad debt
• Bank fee write-off, credit limit & credit hold management
• Enter and maintain latest status BAN notes in CMD.
• Simple account reconciliations, simple cash app interventions. To include payment split, payment re-application and
• Negotiate payment plans with customers as necessary and with manager pre-approval
• Initiate legal or 3rd party collections involvement by utilizing the third party queue
• Manage CAM / Account Rep involvement & escalations
• Log and resolve client inbound requests (calls and emails to billing@gtt.net)
• Resolve all single request tickets immediately:
  • Invoice request
  • Payment remittance (cash applications ticket)
  • Informational emails
  • Forward to sales
  • Creating a dispute
• Provide Client feedback on ticket progress and resolution
• Escalations: Billing Issues; Cash Apps tickets;
• Resolve tier 2 inquiries
• Complex account reconciliations, escalations: working with Billing and CAM on any contract or billig related matter;
• Provide all necessary documentation and support in order to properly escalate ongoing issues as they arise
• Resolve and approve level 1 customer disputes
• Cash applications ticket support, if necessary

Other tasks

• Handles other administrative tasks as requested by line manager
• During crossover from Interoute role to GTT role employee will be required to split work between legacy role and new role.

Experience Required:

• At least 1 year of previous experience in a sales support or complex administration function preferred
• Strong computer skills and good levels of competence in Microsoft Office such as Word and Excel, PowerPoint desirable

Qualifications

• Excellent English Skills are a must
• Strong customer focus
• Ability to work accurately and meet deadlines
• Attention to detail and accuracy while being able to maintain higher workload
• Professional and articulate
• Effective communicator; able to liaise with confidence with both the internal and external parties
• Flexible
• Reliable

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