Job Description

Description

 

PRIMARY OBJECTIVES:

To actively contribute to the company vision of making holiday dreams come true by managing and overseeing the day to day operations of the portfolio management, cash management and collections for finance and levies.

This includes the training/development for the group, administrative duties and customer communication as well as assisting in developing strategies to minimize collection portfolio loss, designing and administering collection processes, policies, and procedures.


PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

  • High volume outbound calls to members in China, and other countries, to negotiate and service and/or collect on portfolio accounts
  • Maintain outstanding customer service, therefore maximizing customer satisfaction and mitigating complaints and referrals to supervisors/managers
  • Provide accurate and well informed information and advice to customers on all products, services and accounts
  • Maximum recovery of arrears to ensure that arrears remain within agreed targets
  • Deal with customers in financial difficulty
  • Make sound decisions and recommendations based on appropriate assessment of customer ’ s ability to pay and willingness to co-operate which encompasses all legislative, policy and procedural guidelines
  • Implement most appropriate course of action for resolution of delinquency or irregular accounts in a timely manner
  • Maintain accurate and up to date records of actions, events and account maintenance of the collections and servicing systems ensuring that customer confidentiality is maintained at all times.
  • Initiate follow up on all accounts in order to ensure payment plans are fulfilled
  • Regular reporting and forecasting to meet KPI ’ s and Targets 
  • Regularly review the status of all accounts receivable including collections to ensure that accounts receivable maintains high currency rates
  • Cash application and batching using multiple internal and banking systems and currencies
  • Account reconciliation
  • Review daily postings to ensure correct application of monies
  • Investigate and resolve issues that arise from data maintenance
  • Management of the month end process ensuring all aspects are considered and able to prepare, execute, review and analyze month end results including key drivers, trends and KPI's
  • Ensure the robustness and integrity of data provided
  • Ensure all audit requirements are met
  • Maintain a thorough understanding of and comply with company/department policies and procedures, Club guidelines, regulations, Contract documents and relevant legislation 
  • Maintain complete understanding and efficient use of various systems used by the company
  • Ensuring daily workflow and timelines are achieved with accuracy
  • Ensure timely processing of all applications and contracts as needed
  • Develop and train team members and business partners
  • Take responsibility of escalated issues/complaints for internal and external customers
  • Review and verification of financial results
  •   Adhere to all policies and procedures relating to Workplace Health and Safety ensuring the safety of yourself and all other people who may be effected by your conduct in the workplace
  • Display a Count On Me! Service to all internal and external parties. 
  • Display innovation through inspiring, creating and improving processes and products. 
  • Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise
  • Display leadership values by ensuring effective communication and respecting your peers and managers.  Support others within the team and empower each other wherever possible
 

Qualifications

 

KEY POSITION CRITERIA:


  • Fluent in Mandarin and English (speaking, reading and writing)
  • Experience in the Collections/Accounts Receivables industry
  • Excellent time management and self-motivation and management skills
  • Flexible, adaptable with ability to work in a fast paced environment.
  • Flexibility to work rostered hours when requested.   
  • Intermediate level Microsoft Office
  • Ability to negotiate, be patient, persevere and show empathy to our customers
  • Experience in a collections or call Centre environment
  • First-rate problem solving and negotiation skills, with experience in complaints management and conflict resolution.
  • Ability to work autonomously in a fast paced environment as well as within a team across many business units
  • Excellent communication and interpersonal skills
  • Flexibility, with a willingness to undertake a wide variety of tasks in a fast paced environment
  • Commitment to continuous improvement strategies and attention to detail
  • Strong reconciliation and investigative skills
  • Ability to embrace growth and changing environment, actively supporting process improvement principles
  • Intermediate knowledge of Microsoft Office programs, including Access, Excel, Word & Outlook
  • Familiarity with a variety of collection concepts, practices, and procedures as well as cash application systems
  • Solid understanding & experience in financial services industry
  • High level interpersonal and communication skills
  • Flexible, adaptable and able to prioritize work 
  • Ability to oversee the process of a high number of applications accurately and within timelines

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