Collections Associate enhancing cash flow at UPS through effective collections and customer interactions. Managing billing inquiries and analyzing collection reports with strong organizational skills.
About the role
- Collections Senior Process Associate handling accounts receivable and customer disputes for international clients. Managing customer communications and collaborating with team members to improve processes.
Responsibilities
- Work closely with Team leader and Team members.
- Perform Senior AR Specialist daily activities: complete daily tasks and supports others with coaching on completion of metrics.
- Timely and actively contact external customers regarding unpaid invoices, and do the follow-up based on the case (inbound/outbound calls, emails, online meetings).
- Validates reasons for delinquency using appropriate sources of internal / external information.
- Analyzes reasons for non-payment / reasons for disputes with internal / external customers and find the root causes.
- Analyze miscellaneous items / open credit balances of customers, and actively communicate with the customer to allocate them properly / to process refunds.
- Prepare and process accounts reconciliation in communication with external / internal customers.
- Analyze disputes root causes based on communication with external customers / dispute resolvers monitor and escalate delayed resolution of disputes.
- Prepare regular and ad hoc analysis of her / his portfolio situation, define priorities for contacting customers.
- Regularly analyze in meetings with internal customers further actions for top collectable / disputed / miscellaneous cases.
- Process shifting of uncollectable items for legal actions / ensure processing of write-offs .
- Works or helps and guides junior colleagues on difficult account reconciliation / escalation cases.
- Manage complex customer accounts.
- Acts as a buddy of new joiners during business specific training, shadowing.
- Is the second voice collector within the team on escalated, aged items.
- Run existing reports on a daily, weekly, and monthly basis.
- Improve & maintain reports based on the I2C standards.
- Learn and develop soft and hard skills based on Genome Profile setup.
- Resolve customer inquiries promptly & accurately, by understanding customer market & needs.
- Proactively contact customers for timely collection or resolution of aged receivables, by regularly collecting & analyzing customer data.
- Have a controllership overview of the dunning cycle/letters.
- Validate that reports meet risk & financial requirements.
- Coordinate Payment Plan proposals, pre-bankruptcy and pre-receivership recoveries once approved by the risk department.
- There may be an opportunity to take part in special projects, for those interested in personal / professional development opportunities.
- Accomplish all responsibilities in line with client compliance and integrity requirements.
- Create, update, revise, and submit standard operating procedures for approval.
- Follow the training plan set by management, complete it on time, and highlight potential risks for delays.
- Act as a backup or cross-trained for another process or scope of work.
Requirements
- Full professional knowledge of Arabic, min. C1
- Business School Degree or qualification or minimum relevant work experience directly related experience to either cash collection or customer service, ideally in a multinational environment.
- Ability to work under pressure in a dynamic environment.
- Microsoft Office proficiency, especially Excel.
- Cash collection skills, with detail orientation.
Benefits
- Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
- Make an impact – Drive change for global enterprises and solve business challenges that matter
- Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
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