Short 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 innovate and continually strive to improve the process and services delivered to the client.
The Collections and Disputes Specialist is responsible for managing and maintaining customer accounts to ensure timely payment and reduce outstanding balances. The role involves engaging with customers through multiple channels (phone, email, etc.), negotiating payment arrangements, and resolving discrepancies. You will also monitor aging buckets and escalate delinquent accounts as necessary to meet organizational collection targets.
Qualifications
- Languages: English and German – minimum B2 level
- Highschool diploma is mandatory
- Microsoft Excel skills
- Be familiar with standard analysis tools/techniques
- Read analytical reports and interpret them in the given context and can apply sound levels of logic to tasks undertaken
- Minimum 6 months of experience in financial area (O2C roles preferably)
- 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
- Understand KPI measures and their impact on profitability
- Identifies and escalates out-of-scope requests
Job Responsibilities
- Responsible for the day-to-day management of the client’s Accounts Receivable portfolio
- Ensure quick resolution by the Credit Control Team of issues and escalated items
- Manage a complex AR portfolio, negotiates and implements payment solutions with clients
- Responsible for achieving cash collection and ageing targets
- Applies fundamental collection techniques and adjusts collection strategies to the requirement of the portfolio
- Proactively contact customers via phone, email, or portals to follow up on past-due invoices.
- Monitor aging reports and ensure accounts are managed according to established DTPs
- Log disputes accurately based on information received from clients.
- Maintain and update account statuses in the system with accurate notes.
- Collaborate with customers to gather missing remittance details for unapplied cash.
- Ensure all unapplied cash items are reviewed and resolved promptly.
- Escalate problematic accounts to management or GBS/legal when necessary.
- Negotiate payment arrangements and settlements with delinquent customers.
- Resolve disputes or discrepancies by coordinating with internal teams (e.g., Sales, GBS team) and external stakeholders.
