Director overseeing Credit and Collections at Finning Canada, managing accounts receivable and commercial finance functions. Leading teams and collaborating across departments to maximize sales and minimize bad debt.
VB
Hybrid Senior Customer Experience Analyst – Collections Strategy
Posted last month
About the role
- Senior Analyst in customer experience focusing on collection strategies at Vivo. Responsible for managing mailing volumes and communications with clients.
Responsibilities
- Responsible for managing daily mailing loads, validating distributed volume against the CAR, assessing the need to adjust PA capacity, and flagging any deviations or opportunities to the performance teams.
- In addition to customer volumes, manages contact records (phone and email) to ensure 100% reachability, coordinating enrichment flows with the CRM area and holding regular meetings with partners to use the best contact numbers.
- Reconciliation of CAR vs. Mailing
- Sizing of PAs
- Daily mailing delivery schedule
- Number of phone numbers per customer
- Number of customers per PA
- Monitoring open tickets for the support/IT team
- Management of filter queues
- Control of voluntary churn inactivation (Churn Vol)
- M5 control – involuntary churn
- Management of commercial segmentation
- Mailing rotation in the post-churn phase
Requirements
- Intermediate to advanced Excel
- Advanced PowerPoint
- Minimum 1 year of experience in Collections
- Knowledge of digital channels
- Desirable: knowledge of Agile methodologies and AI
- Dynamic and innovative profile, with strong communication and interpersonal skills
- Commitment to deadlines and results
- Customer satisfaction focus
Benefits
- Choose the ideal benefit for you and your dependents through a digital platform with categories such as gym, meal (VR) and food (VA) vouchers, pharmacy assistance, medical insurance, dental care, and life insurance;
- Company mobile phone. Yes, a brand-new smartphone for you!
- Unlimited voice and data plan! Yes, unlimited! On the best mobile network, even faster with Vivo's 5G!
- An exclusive Vivo offer with special discounts on landline, broadband, TV and apps;
- Eligible to receive an annual bonus or PPR (Profit Participation Program);
- Plan your future through a private pension plan;
- Have children? You will be entitled to a subsidy to help with school, daycare or nanny expenses;
- Work in an environment that respects your personality, dress style and individuality — be authentic. #VemdeVocê
- Work remotely up to 2 times per week. #Mobility
- Flexible working hours;
- Enjoy a day off to celebrate your birthday;
- Participate in one of the largest corporate volunteering programs to help make a difference;
- Benefit from our Educational Development Program, which offers partnerships with educational institutions at a discount, as well as certifications and online courses;
- Advance your career through our Internal Recruitment Program, in Brazil or abroad — we operate in over 17 countries! #VivoMinhaCarreira
- Access a range of initiatives to improve your physical, emotional and social well-being through #VivoBemEstar, offering employees consultations with nutritionists, psychologists, social workers, telemedicine and much more!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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