Bilingual Collections Quality and Auditing Analyst (Spanish)
Job description
Timely cash collection of customer accounts, assessing credit worthiness, minimizing bad debts and ensuring contract compliance and/or recommending legal action.
Advanced level Spanish - English bilingual skills required.
KEY OBJECTIVE
In this role, the person is expected to;
- Be part of O2C - Credit, Collections, Cash Applications & Invoicing Quality and Auditing team to drive
- Customer Success Quality Framework
- Time to Respond & Time to Resolve Audits
- Transactional Audits
- Process Health Audits
- Email Audits
- Service Portal Audits
- Voice Call Audits
- Voice Mail Audits
- Root Cause Analysis
- Quality Engagement Programs
- Process Initiatives
- Input to Ops & Training
- Ensure compliance of Oracle Policies
- Establish standards, systems, policies & procedures
- Investigate customer complaints and non-conformance issues
- Act as a catalyst for change and improvement in performance and quality
- Collect, compile, record, analyze and communicate statistical quality data
- Prepare reports to communicate outcomes of quality activities
- Analyze data to identify areas for improvement in process & quality system
- Evaluate audit findings, develop, recommend and monitor corrective and preventive actions
- Identify training needs and organize training interventions to meet quality standards
- Coordinate and support New Hire Training through innovative quality interventions
- Monitor risk management activities
SPECIFIC RESPONSIBILITIES
- Perform timely transactional & process audits – Per agreed SLA for a process/ LAD region/ SAT -SSC
- Publish timely metrics: reports and dashboards – Per agreed standards either monthly/quarterly
- Evaluate audit data and monitor suggested preventive & corrective measures
- Conduct quality orientation sessions
- Act as a guide for new joiners during nesting period & address process queries
- Work closely with front line managers to identify needs
RELEVANT EXPERIENCE & SKILLS
- Has minimum of 5+ years of overall work experience and 1+ years of experience in the quality and auditing role. Preference in the Collections department.
- Bilingual - Excellent written and verbal communication skills in English and Spanish .
- Portuguese would be a plus.
- Familiarity with statistical applications or functions. Experience in collecting statistical data.
- Excellent practical knowledge of MS office tools like Outlook, Powerpoint, Word and Excel
Timely cash collection of customer accounts, assessing credit worthiness, minimizing bad debts and ensuring contract compliance and/or recommending legal action.
You will assist in the collection, management, and resolution of outstanding invoices from past due accounts. Collect overpayments from current and former employees. Work with departmental managers to eliminate root cause of overpayment. Interfaces with sales support, accounts receivable, and directly with the customer to determine the ability to pay, communicate contractual specifications, and enforce remedies in reconciling accounts. Manage portfolio of accounts including delinquency, write-offs, credit memos, and additional interest. Conducts pre-sale credit risk evaluation, prepares recommendations, and makes credit approval decisions on new accounts. Recognizes deteriorating credit situations recommending and implementing solutions. Prepares collection reports.
Job duties are varied and complex utilizing independent judgment. May have project lead role. Excellent written, verbal, interpersonal, and analytical communication skills. Negotiation skills. 5 years experience in contracts, finance, leasing, or equivalent. BA/BS degree in Accounting or Finance preferred.
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