Corporate Collections Officer (Customer Support Specialist)

This is a customer facing role that assists the credit and collections team to meet its core objective of achieving the company bad debt target and maximising cash collections. The primary role of Corporate Collections officer is to manage a portfolio of large enterprise customers, ensuring that collections are managed within payment terms and any issue impacting the customers, ability to pay is identified and escalated appropriately to key stakeholders.

Responsibilities

We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG Telecom. Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.

• Manage an assigned portfolio of high-value, complex accounts from early arrears through to resolution, with a core focus on ensuring your assigned customers are able to make payment by the due date.
• Follow up outstanding corporate accounts via phone, email and correspondence operating within standard collections processes and timelines. Assess customer circumstances and determine appropriate recovery strategies.
• Develop a strong understanding of each customer and its payment behaviour ensuring any change is quickly identified and escalated.
• Investigate and resolve account queries and disputes impacting timely payment and escalate as appropriate with key account managers
• Liaise with internal stakeholders and attend debtor meetings as required
• Negotiate and manage payment arrangements and payment plans
• Maintain accurate records of communications, agreements and transactions recorded within the collections system
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams)
• Support month-end processes and finance team activities with any delayed payment insights for key accounts
• Plan your work and be ready to take advantage of the opportunities and risks that come with our ever-changing industry.
• Protect the brand, reputation and profitability of TPG by maintaining the confidentiality, integrity and availability of its information assets and information systems.

Knowledge & Experience (preferred & recommended)

• Highly developed organisational skills
• Working knowledge of regulatory industry standards and compliance requirements relative to the Credit & Collections industry
• Ability to work independently, adapt quickly and engage across multiple teams and stakeholders
• Mature approach, with strong and confident communication skills to partner with internal and external stakeholders
• Strong Analytical skills, with the ability to understand complex billing and identify payment or reconciliation issues
• Experience using collections systems, sales force (desired) and complex CRM’s

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