Customer Service Associate

General Description

Role: Collections Process Associate
Grade: A3

Role Overview

In this role you will leverage your deepening knowledge in one process or more and participate in meeting service levels, key measurement targets of the team and deliver high-quality, cost-effective customer service to the client. You will perform tasks in line with written procedures or as assigned by senior staff under supervision.

Process Associate Responsibilities

• Demonstrate developing knowledge of the structure of systems and modules used in service delivery in the specific area and the Automation Drive Suit & DGEM Tech offer.
• Maintain good knowledge of the process, policies, and desktop procedures within the engagement.
• Identify simple ideas that add value to day-to-day operations and make improvements within the assigned area.
• Keep abreast of technological developments in the process specialism.
• Adhere to IS regulations and policies.
• Use specific, simple analytical models and tools for relevant situations.
• Read analytical reports, interpret them in context, and apply sound logic to tasks.
• Understand how individual performance impacts the overall engagement.
• Flag issues and ask for help in areas of uncertainty or volatility, including changes in controls, resourcing, or delivery models.

General Responsibilities and Accountabilities

• Chase outstanding invoices from customers of clients.
• Support client cash flow by ensuring credit given to customers is monitored and controlled effectively.
• Contact overdue customers and chase payment in accordance with engagement rules.
• Issue and monitor automatic and manual reminders to customers.
• Document customer interactions in the system.
• Maintain a ledger as part of the credit team.
• Perform basic reconciliations.
• Follow control and compliance regulations.
• Maintain accurate and up-to-date customer details and account records.
• Proactively collect and escalate overdue accounts and ensure customer payment to terms.
• Build and maintain strong relationships with external customers.
• Use proficient negotiation skills.
• Communicate with key stakeholders across different levels in a manner that leads to desired outcomes.

Qualifications

• Good communication skills.
• Minimum English at CEFR Grade A2 (elementary) or equivalent.
• Willingness to certify in DGEM Tech technologies.