Job Description
As a member of the team, you will participate in meeting service levels, key measurement targets of the team, delivers a high quality and cost-effective service and oversees the process (or part of process) and customer service decisions according to Capgemini methodologies, desk-top procedures and policies. You can take leadership to ensure the delivery of a customer focused service with highly proficient process knowledge, the ability to design, innovate and continually strive to improve the process and services delivered to the client. You will also manage the small teams and ensure the delivery of high quality service to your client.
Qualifications
- Languages: English and Spanish – minimum B2 level
- Previous experience in the financial area (preferably in O2C roles, minimum 2-3 years);
- Master level of cash application skills – influencing/negotiation skills;
- Experience in coordonating or mentoring a team;
- Highschool diploma is mandatory;
- High level of customer service skills;
- High level of analytics skills;
- Very well organized - high task and time management skills;
- Understand KPI measures and their impact on profitability.
Job Responsibilities
- Manages a team of Cash Application Clerks and monitors the overall team performance efficiency and quality;
- Client contact point for addressing status updates, agreeing on new initiatives and troubleshooting escalation point;
- Initiates process optimization and standardization activities;
- Responsible to keep the process documentation up to date and initiates any required updates. Proactively monitors and seeks for improving team and process KPIs;
- Handle complex client specific queries, issues or escalations within the client context;
- Ensures correct and timely cash is applied accurately and timely;
- Ensures clearing and reconciliations is performed in a correct and timely manner;
- Ensure cash collection targets are met;
- Escalates potential and significant cash forecast deviations to the Client;
- Apply process improvement methodologies to the area of expertise for the continuous improvement purposes;
- Keep abreast of technology technological developments, their strengths and weaknesses and suggest technology related improvements within the given area of expertise;
- Be aware of the business context for the analyzed data and can draw insights and makes relevant recommendations with coaching.
