Job Summary: 

• Prepare trackers and assist with starting legal procedures within team
• Receive notification of customer bankruptcy, verify obtained information, and alert the OTC Tower Lead for further escalation.
• Participate in review calls 
• Locate and monitor overdue accounts and proactively work with the collectors and the account to eliminate the overdue balance.
• Confer with customers by telephone to determine reasons for overdue payments
• Advise customers of necessary actions and strategies for debt repayment.
• Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
• Approve debit/credit notes as required by GoA. Record information about the financial status of customers and the status of collection efforts.
• Flag and required updates ConvaTec policies and work instructions and send to the Tower Lead and the Global Process Owner for approval.
• Develop and maintain positive, professional relationships with peers, superiors, and customers

Skills on Resume:

• Legal Process Assistance (Hard Skills)
• Bankruptcy Verification (Hard Skills)
• Account Monitoring (Hard Skills)
• Customer Negotiation (Soft Skills)
• Debt Repayment Advising (Soft Skills)
• Financial Decision Making (Hard Skills)
• Policy Update Management (Hard Skills)
• Relationship Development (Soft Skills)

Job Summary: 

• Perform a variety of tasks including the motivation, staff development, and supervision of collectors to ensure superior collections and service skills on every call. 
• Adjust schedules to meet the demands of the business. 
• Maintain a positive culture in the department and drive employee engagement.
• Monitor and be the leader to track and decrease delinquent accounts.
• Investigate and address customer claims via disputes as to the second level of support
• Work with the OTC Tower Lead to proactively manage customer accounts as required by the SLA’s.
• Respond to general queries from customers regarding payments as the second level of customer support.
• Ensure root cause analysis is performed on recurrent customer payment issues.
• Notify the OTC Tower Lead regarding cash flow problems or unresponsive customers.
• Maintain and ensure team adherence to ConvaTec policies and procedures.
• Monitor and maintain KPI for team.

Skills on Resume:

• Staff Motivation (Soft Skills)
• Schedule Management (Hard Skills)
• Culture Development (Soft Skills)
• Delinquency Management (Hard Skills)
• Dispute Resolution (Soft Skills)
• Account Management (Hard Skills)
• Root Cause Analysis (Hard Skills)
• KPI Monitoring (Hard Skills)

Job Summary: 

• Work closely with 10 collectors including coaching, completing ad hoc one on one portfolio inspections
• Assist with escalated collection calls, Mid-year, and Annual Performance reviews
• Review collector calls and provides guidance to ensure all are in compliance
• Train and develop new hires
• Review, assign, follow up on repossession assignments
• Follow up on team members performing below the workgroup average which include the completion of written warnings and/or Performance Improvement Plans
• Generates and populates reports shared between MPBS and collection agency.
• Reconciles collection referrals and agency statements to ensure accurate posting and reimbursement, making financial adjustments to invoices 
• Liaises with a collection agency and multiple internal and external entities to ensure valid collection action and/or proper billing of correct insurance carriers.
• Assist Manager with updating the team on the proper use of resources and applications as directed.

Skills on Resume:

• Coaching and Mentoring (Soft Skills)
• Performance Review Management (Soft Skills)
• Compliance Monitoring (Hard Skills)
• Training Development (Soft Skills)
• Repossession Management (Hard Skills)
• Performance Improvement Planning (Soft Skills)
• Report Generation (Hard Skills)
• Financial Reconciliation (Hard Skills)

Job Summary: 

• Handle any escalations that the collector is unable to handle, solves process related queries and handles customer complaints.
• Answer internal and external questions relating to customer service and collections issues
• Train team members on daily tasks and conducts account reviews to ensure policies and procedure are being followed correctly. 
• Conduct side-by-side coaching 
• Work with LSC management to continually improve customer service and collection strategies and procedures. 
• Provide performance reports to the team and management 
• Communicate with dealers and 3rd party collection agencies to work towards account resolution with Kubota Credit’s best interest in mind. 
• Conducts monthly one on ones with team members and provides feedback to the LSC representatives
• Provide guidance and assists with staff training.
• Represent department leadership, assists in monitoring floor activity, draft email and prepares documentation collaborating with others to diffuse escalated cases.

Skills on Resume:

• Escalation Management (Soft Skills)
• Customer Service (Soft Skills)
• Training and Development (Soft Skills)
• Coaching Skills (Soft Skills)
• Strategy Improvement (Soft Skills)
• Performance Reporting (Hard Skills)
• Inter-organizational Communication (Soft Skills)
• Documentation and Collaboration (Hard Skills)

Job Summary: 

• Develop, challenge, and grow Collection team members
• Update Collection Team metrics on a daily, weekly and monthly basis to support business growth
• Complete Peer Reviews of the team to identify areas of improvement and coach for results
• Monitor, track, and manage open and unmanned collection units to maximize returns
• Identify team member’s overall strengths and weaknesses and work with each to consistently improve individual performance to meet and exceed goals
• Review of each team member’s collection files on a monthly basis to ensure all requirements for working accounts are consistently being followed
• Monitor and report collection staff activity, such as working accounts and daily call counts
• Manage transitional training for consultants who shift to large load
• Manage Performance Improvement Plans for assigned team members from identifying the issue, documentation, coaching, the difficult conversation(s) and follow up throughout the duration of the plan
• Support other Collections Team Leads and Director of Collections

Skills on Resume:

• Team Development (Soft Skills)
• Metric Analysis (Hard Skills)
• Performance Coaching (Soft Skills)
• Resource Management (Hard Skills)
• Performance Evaluation (Soft Skills)
• Compliance Monitoring (Hard Skills)
• Activity Reporting (Hard Skills)
• Training Management (Soft Skills)

Job Summary: 

• Work effectively as part of the supervisory team.
• Meet Collections telephone statistic goals.
• Ensure Collections Team Members are proactively managing work queues.
• Escalation point for Collections and Repossessions issues.
• Resolve customer complaints which cannot be handled through normal Team Member means.
• Work with the Collections Manager, Credit & Risk Director and HR Department to develop appropriate training material for Team Members. 
• Responsible for training and monitoring of new employees.
• Observe training needs and relay training needs and requests to Supervisor.
• Regularly makes recommendations for policy or process improvement for work group.
• Coaching and developing team skills and knowledge to improve the customer experience and reduce outstanding debt
• Manage individual/ corporate customers ageing to improve collection rate

Skills on Resume:

• Team Collaboration (Soft Skills)
• Goal Achievement (Soft Skills)
• Queue Management (Hard Skills)
• Issue Resolution (Soft Skills)
• Complaint Handling (Soft Skills)
• Training Development (Soft Skills)
• Policy Improvement (Soft Skills)
• Debt Management (Hard Skills)

Job Summary: 

• Manages escalated collection calls and disputes.
• Contacts are frequent with individuals representing outside organizations, and/or individuals of significant important within the company. 
• Contacts involve planning and preparation of the communications, require skill, tact, persuasion and/or negotiation to accomplish the collection goals as set by the department.
• Work with customers to develop and maintain payment schedules in accordance with terms.
• Takes immediate action on accounts requiring priority handling due to age or amount of delinquency.
• Utilizes all available collection techniques to control the delinquency of the receivables.
• Responsible for recommending accounts to the Collection Supervisor for assignment to an outside collection agency or for legal action.
• Authorizes credit releases and credit holds for select referral accounts based on status of account in relation to its credit line and/or delinquency situation.
• Oversees management of customer credit limits.
• Recognize potential write offs/bad debt and recommend action to be taken.

Skills on Resume:

• Dispute Management (Soft Skills)
• Communication Planning (Soft Skills)
• Negotiation Skills (Soft Skills)
• Payment Schedule Management (Hard Skills)
• Priority Action Execution (Soft Skills)
• Collection Techniques Utilization (Hard Skills)
• Credit Management (Hard Skills)
• Risk Assessment (Hard Skills)

Job Summary: 

• Lead the collection analytics team by leveraging data analytics to drive effective collection strategy. 
• Analyze collection MIS and provide insights on the performance for continuous improvement on collection strategies
• Review the overall collection strategies and recommend collection actions to best control the delinquency rate, flow through rate, Non-Performing Loans as well as Specific Provision (SP)
• Use data driven approach to enhance and optimize collection strategies to deliver the optimum results
• Implement collection strategies with champion & challenger analytics for driving cost effective strategies
• Develop and implement effective and efficient collection strategies, techniques and processes, with objective to minimize credit losses and maximize recovery of delinquent accounts
• Develop collection initiatives / projects to drive digital collection for cost reduction
• Creates Adhoc Business Objects Report to support the collection of accounts receivable accounts.
• Function as liaison between Facility Accounts Receivable Team, corporate, and the field organization.
• Participate in any and all reasonable work activities as assigned and deemed appropriate by management.

Skills on Resume:

• Data Analytics (Hard Skills)
• Performance Analysis (Hard Skills)
• Strategy Development (Soft Skills)
• Data-Driven Decision Making (Hard Skills)
• Process Optimization (Hard Skills)
• Digital Strategy Implementation (Hard Skills)
• Report Creation (Hard Skills)
• Cross-Functional Coordination (Soft Skills)

Job Summary: 

• Oversee and provide support to the Collections Team
• Review, prioritize, and delegate tasks
• Process inbound calls, outbound calls and collect payments
• Deal with escalated queries and complete call back requests
• Follow established collections processes and procedures
• Provide adhoc support to the Collections Manager and cover in absence
• Manage collections dialling systems
• Ensure relevant OTC Transactions are recorded in accordance with relevant Accounting Policies, Local and GAAP requirements.
• Verify the quality of processes performed by OTC team according to SOX controls, defining internal controls to ensure high quality of service
• Ensure processes are in place to keep information confidential, thereby protecting the organization's value

Skills on Resume:

• Team Supervision (Soft Skills)
• Task Management (Soft Skills)
• Call Handling (Hard Skills)
• Problem Resolution (Soft Skills)
• Compliance Adherence (Hard Skills)
• System Management (Hard Skills)
• Process Verification (Hard Skills)
• Information Security (Hard Skills)

Job Summary: 

• Establish regular team meetings and individual meetings with team members;
• Verify that the collection processes are meeting designated SLAs / KPIs and meet the global targets set for GBS
• Play a key role in the process of standardizing processes, lead change management initiatives, increase team efficiency and productivity through standardization, automate projects using LEAN and SixSigma, amongst others
• Supporting internal and external audit requirements in relation to OTC processes
• Relationship management with internal customers and external stakeholders
• Active participation in recruiting new team members
• Executing other supervisor commands not included in the job description and resulting from the function performed.
• Ensure policies and procedures are followed
• Assist Team Leader and Managers to drive key actions that maximise cash collection
• Plan, organize and execute effective control of assigned account portfolio
• Maintains Point of Contact (POC) with key customer contacts and internal customer contacts (e.g. Sales).

Skills on Resume:

• Team Coordination (Soft Skills)
• SLA and KPI Monitoring (Hard Skills)
• Change Management (Soft Skills)
• Audit Support (Hard Skills)
• Relationship Management (Soft Skills)
• Recruitment (Soft Skills)
• Policy Adherence (Hard Skills)
• Portfolio Management (Hard Skills)

Job Summary: 

• Shape a work environment based on trust, open communication, creative thinking, and teamwork
• Manage the EMEA Collections Team to achieve the best possible results according to the key metrics and objectives of the Order To Cash department
• Verify the quality of processes performed by OTC team according to SOX controls, defining internal controls to ensure high quality of service
• Manage, motivate and solve everyday problems through monitoring, coaching, inspiring employees to grow, being proactive and acting as a role example for team members
• Effective planning and organization of workload
• Ensure the right number of employees assigned to given tasks, take skills into account for the tasks perform
• Implementation of backup structure in the team
• Ensure sufficient knowledge sharing within teams, create and maintain full SOP structure covering all processes and training plan so that the team is able to perform the assigned taOUsks
• Concentrate on the development and career path of employees, Conduct an annual yearly assessment of employees through My Core. 
• Ensure progress, goals are reviewed systematically

Skills on Resume:

• Team Leadership (Soft Skills)
• Performance Management (Soft Skills)
• SOX Compliance (Hard Skills)
• Problem Solving (Soft Skills)
• Workload Planning (Hard Skills)
• Skills Allocation (Hard Skills)
• Knowledge Sharing (Soft Skills)
• Career Development (Soft Skills)

Job Summary: 

• Liaises with collection agency personnel to settle and resolve issues related to delinquent accounts.
• Assists Manager with the 3 monthly collection transfer processes, reconciliation of the transfer amount and verification of successful transfer action 
• Reconciles monthly referrals to agencies. 
• Maintains computer-based acknowledgements of referrals, payments, and close and returns.
• Provides feedback to Manager on agency performance and efficiency.
• Liaises with various MPBS units and other MedStar clinical and billing entities to bring resolution to outstanding insurance issues involving delinquent balances.
• Liaises with vendor who handles bill fulfillment for attorneys to ensure smooth operation and assists with difficult requests.
• Works closely with Post Arrival and Customer Service staff to ensure the three units work in tandem to maximize collection and billing opportunities.
• Assists Manager in ensuring personal and team compliance with all privacy standards.
• Participates in meetings and on committees as needed and represents the department and hospital in community outreach efforts.

Skills on Resume:

• Interpersonal Communication (Soft Skills)
• Problem Solving (Soft Skills)
• Reconciliation Skills (Hard Skills)
• Data Management (Hard Skills)
• Performance Feedback (Soft Skills)
• Cross-Functional Collaboration (Soft Skills)
• Compliance and Privacy Standards (Hard Skills)
• Community Engagement (Soft Skills)

Job Summary: 

• Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. 
• Complies with governmental and accreditation regulations.
• Assists Manager by being ever-present to help team with questions and concerns while maintaining a standard level of personal account duties as well, documenting each in GE IDX.
• Assists the Manager in vetting accounts that are nearing the bad debt collection cycle, making decisions about the validity and delinquency of the balance and thereafter taking proper action.
• Identifies accounts to be transferred to collection agencies by reviewing the bad debt transmissions views, deceased patient reports, uncollectible accounts (homeless, charity)
• Takes appropriate adjustment actions as needed using departmental guidelines.
• Assists Manager in the processing and review of various collection reports: Direct Payment Report, High Level Dunning Report, etc; 
• Making needed adjustments to incoming patient and insurance payments received post-collection transfer.
• Assists Manager in training team members to use resources such as GE ETM, Imaging systems, SMS Invision, MedConnect, various insurance websites, eMedBill and IVR.
• Authorizes both individual and mass invoice/account closures at collection agency.

Skills on Resume:

• Regulatory Compliance (Hard Skills)
• Policy Adherence (Soft Skills)
• Decision Making (Soft Skills)
• Account Management (Hard Skills)
• Data Analysis (Hard Skills)
• GE IDX Proficiency (Hard Skills)
• Problem Solving (Soft Skills)
• Training and Development (Soft Skills)

Job Summary: 

• Communicating clear instructions and expectations to team members
• Answering team member questions and solve team member problems
• Overseeing work for quality and regulatory compliance
• Motivate and inspire the team to help keep the team focused, on track and on the phone and actioning tickets
• Monitor team members' participation to ensure the training are being provided is being put into use, and identify gaps in training, and remediate
• Ensure the team has the necessary education and training for respective roles
• Conduct regular one one-on-one meetings, focusing on the individual, celebrating wins, specifying desired results, development plan and updates on best practices and continuing expectations
• Regularly reporting the collection departments progress and statistics
• Managing and providing input on portfolio distributions
• Handling account queries and verbal complaints, obtain full details, then pass to relevant department

Skills on Resume:

• Clear Communication (Soft Skills)
• Problem Solving (Soft Skills)
• Quality Assurance (Hard Skills)
• Regulatory Compliance (Hard Skills)
• Team Motivation (Soft Skills)
• Training and Development (Hard Skills)
• Performance Monitoring (Hard Skills)
• Conflict Resolution (Soft Skills)