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Collection Specialist

1 month ago

Manila, National Capital Region, Philippines THOMSON REUTERS CORP PTE LTD - PHILIPPINE BRANCH Full time

Job Description

About the role

In this opportunity as an AR Revenue Recovery Specialist I, you will:

  • Perform an in-depth review and investigation of the possible causes for non-payment of outstanding balances that resulted in cancellation of services and/or customer's request to cancel and not renew their contract with Thomson Reuters.
  • Be expected to maintain a high productivity of outbound calls.
  • Communicate directly to the customers via phone and/or email the ongoing status of their account, discuss concerns on the identified root cause(s) of their aging balances and available workable solutions.
  • Maintain proficient knowledge of the credit & collection policies applicable per business, including the established acceptable dispute reasons/codes.
  • Adhere to the Compliance regulations of Thomson Reuters.
  • Collaborate with internal partners (Sales, Collections, Customer Service) and agree/align with the next steps to keep the customers in current standing.
  • Escalate as deemed necessary.
  • Open ticket(s) and communicate dispute issues to leadership and/or internal partners.
  • Identify, recommend and implement process workflow improvements, influence and coordinate with dispute processes and policies through a root cause approach (RCA).
  • Provide guidance and best practices to internal Thomson Reuters teams (Collections, Cash Applications, Billing, Sales, Customer Service, etc.) based on identified root causes (RCA).
  • Perform other ad hoc duties as assigned.
  • Apply company policies and procedures to resolve issues.

About You

You're a fit for the role of an AR Revenue Recovery Specialist I if your background includes:

  • Minimum of 3 years of collections, technical, and/or customer service experience.
  • Deductive logic, complex problem-solving, and excellent troubleshooting skills to formulate customer-specific solutions.
  • Clear, concise, courteous, and professional English written and verbal communication soft skills.
  • Exceptional customer service, organization, and time management skills.
  • Experience supporting SAP, Salesforce.com, or other ERP and CRM systems.
  • General experience with SOX compliance and regulations as it pertains to supported systems (preferable).
  • Educational requirements: Bachelor's Degree.
  • Flexibility to work on night shifts; or based on business needs.
  • Applicants must be willing to work in Taguig City; hybrid set-up.
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