Xerox Collections Team Leads in Guatemala, Guatemala

Collections Associate - Collections Center of Excellence

Position Summary

Supports team and manager to achieve business objectives while maintaining an environment with focus on customer service and employee satisfaction. Responsible for the Team’s day-to-day management of cash resolution. Provides leadership and direction to the Collection Team in addition to being responsible for the collection and account resolution of delinquent accounts. Also responsible of providing payment arrangements, customer service, and assistance in resolving customer complaints and problem accounts. Resolves customer complaints and researches account discrepancies.

Essential Responsibilities

  • Supports team and manager by providing coaching, feedback & assistance via account reviews and process inspections.

  • Supports the organization and serves as backup when manager is out of office.

  • Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks

  • Assists management with hiring processes and new team member training

  • Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance

  • Communicates deadlines and performance goals to team members

  • Develops strategies to promote team member adherence to company regulations and performance goals

  • Serve as the team’s Subject Matter Expert and assist Manager during team meetings to update members on best practices and continuing expectations

  • Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints

  • Team Lead will also have a Collection Assignment. Some of the responsibilities of a Collection Representative is listed below:

  • Reviews aging reports and initiates calls to customers with past-due balances to arrange for payment.

  • Maintains call logs and expected payment dates.

  • Resolves billing issues that have resulted in delinquent payment.

  • Provides follow-up with customers when expected payment has not been received.

  • Establishes and maintains excellent working rapport with internal and external customers.

  • Works in partnership with other departments to establish and maintain criteria needed by customer to enable payment.

  • Prepares credit, adjustment or customer refund documentation for account resolution

  • Maintain an effective follow-up process to ensure the completion of commitments to customers.

  • Handle management elevations, following through to resolution.

Qualifications/ Requirements

  • Fluent in English, both written and verbal.

  • Minimum of 2 years work experience in a collections role or collections related role

  • Flexibility of work hours within 7:00am-7:00pm CST, Monday-Friday

  • Conflict resolution, problem solving and negotiation skills.

  • Understanding of contract documents and terms of obligations

  • General accounting principles of accounts receivable processes

  • Ability to handle multiple priorities/tasks in a fast paced work environment

  • Proficiency with Microsoft Office to include Word, Outlook, Excel, and Siebel

  • High School diploma/ GED

  • PSO & CMA

  • Contracts and PO understanding\ experience with Federal government

  • Process oriented\ claiming at the right time

  • Business writing skills

  • Solutions Oriented

  • Analytic skills

  • Proactivity and quick to engage multiple stakeholders in problem resolution

  • General Markets

  • Good decision making abilities

  • Problem solving skills

  • Process oriented

  • Take action when it’s time to take the action

  • Cash flow driven business

  • Mostly phone calls

Desired

  • BA/BS

  • 2 years of commercial collections experience in support of a financial services company

  • Experience working with Public Sector and large commercial accounts

Collections Associate - Collections Center of Excellence

Position Summary

Supports team and manager to achieve business objectives while maintaining an environment with focus on customer service and employee satisfaction. Responsible for the Team’s day-to-day management of cash resolution. Provides leadership and direction to the Collection Team in addition to being responsible for the collection and account resolution of delinquent accounts. Also responsible of providing payment arrangements, customer service, and assistance in resolving customer complaints and problem accounts. Resolves customer complaints and researches account discrepancies.

Essential Responsibilities

  • Supports team and manager by providing coaching, feedback & assistance via account reviews and process inspections.

  • Supports the organization and serves as backup when manager is out of office.

  • Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks

  • Assists management with hiring processes and new team member training

  • Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance

  • Communicates deadlines and performance goals to team members

  • Develops strategies to promote team member adherence to company regulations and performance goals

  • Serve as the team’s Subject Matter Expert and assist Manager during team meetings to update members on best practices and continuing expectations

  • Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints

  • Team Lead will also have a Collection Assignment. Some of the responsibilities of a Collection Representative is listed below:

  • Reviews aging reports and initiates calls to customers with past-due balances to arrange for payment.

  • Maintains call logs and expected payment dates.

  • Resolves billing issues that have resulted in delinquent payment.

  • Provides follow-up with customers when expected payment has not been received.

  • Establishes and maintains excellent working rapport with internal and external customers.

  • Works in partnership with other departments to establish and maintain criteria needed by customer to enable payment.

  • Prepares credit, adjustment or customer refund documentation for account resolution

  • Maintain an effective follow-up process to ensure the completion of commitments to customers.

  • Handle management elevations, following through to resolution.

Qualifications/ Requirements

  • Fluent in English, both written and verbal.

  • Minimum of 2 years work experience in a collections role or collections related role

  • Flexibility of work hours within 7:00am-7:00pm CST, Monday-Friday

  • Conflict resolution, problem solving and negotiation skills.

  • Understanding of contract documents and terms of obligations

  • General accounting principles of accounts receivable processes

  • Ability to handle multiple priorities/tasks in a fast paced work environment

  • Proficiency with Microsoft Office to include Word, Outlook, Excel, and Siebel

  • High School diploma/ GED

  • PSO & CMA

  • Contracts and PO understanding\ experience with Federal government

  • Process oriented\ claiming at the right time

  • Business writing skills

  • Solutions Oriented

  • Analytic skills

  • Proactivity and quick to engage multiple stakeholders in problem resolution

  • General Markets

  • Good decision making abilities

  • Problem solving skills

  • Process oriented

  • Take action when it’s time to take the action

  • Cash flow driven business

  • Mostly phone calls

Desired

  • BA/BS

  • 2 years of commercial collections experience in support of a financial services company

  • Experience working with Public Sector and large commercial accounts

Job: Accounting

Organization: Finance & Controller-X000000047

Title: Collections Team Leads

Location: Guatemala-Guatemala-Guatemala City

Requisition ID: 17000349