Lead Associate - Operations I Collections I I US Shift

O2C Collection- Good understanding of Order to Cash cycle, strong experience in customer collection, working experience in GETPAID tool will be a plus

Functional knowledge:

First point of contact for client engagement / escalation management.

Identify and work towards improvements projects resulting in process efficiencies

Collectors:

Voice calling

Dispute Management

Customers account Reconciliation Customer Query Resolution

Customer Account Management (Follow up on payment of open balances)

Update and maintain accurate records of collection activities

Refund process

Collection report

Query response (Customer / Collection manager / Credit controller)

Process improvement methodology: Has process improvement acumen.

Account Management:

Knows the counterparts at client side and maintains a supportive and professional relationship with them

Maintains a communication channel to report regular issues and highlight the exceptions

Customer Orientation:

Understands to the expectations from own role to ensure delivery on client expectations; delivers accordingly

Responds to any changes, alterations, customer requests and escalates as required

Solution oriented, effective communication with customers on issues raised, findings and proposed resolution.

Is mindful of customer feedback, voice of customer - coordinates on action plans to address issues

Accountability:

Has complete clarity about expectations from self, measurable of the same and own role; delivers upon these

Collaboration and Teamwork:

Understands and works towards the common goals of the organization rather than getting confined to own silo

Resolves conflicts at his or her level; escalates if required.

Displays good collaborative spirit

Does not resist change management

Addresses problems and finds solutions by working within and between WNS teams, including consultation with and or escalation to other towers when required.

Analytical Thinking and Problem Solving:

Identifies anomalies, errors, and aberrations in output

Dives into problem areas to identify root causes and attempts to apply a range of contexts and scenario to identify possible causes of the aberrations and identifies solutions

Proposes and supports implementation of process improvements

Communication skills

Participates actively in team meetings; articulates thoughts clearly

Listens with attention and builds own understanding

Demonstrates requisite verbal and written communication skills