Collections Specialist managing a high - volume B2B accounts receivable portfolio to ensure timely payment. Collaborating with internal teams and representing the organization with professionalism.
VB
Hybrid Senior Customer Experience Analyst – Collections Strategy
Posted 1 hour ago
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
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Degree requirement
No Education Requirement
Location requirements
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