Collections Specialist

GTT; Nottingham; Remote; GBP 25,000 - 45,000; Full time

Job description

Job Title: Collections Specialist

Location: UK (remote)/ Nottingham, travel will be required occasionally to GTT Nottingham office.

Language Skills: English + one European Language e.g. French/Spanish/German/Italian preferred.

About GTT:

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies.

We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net.

Role Summary:

The Collections Specialist is responsible for a portfolio of clients, ensuring that each client is contacted via phone and email and makes payment according to the contractual terms. In doing so, the Collections Specialist plays a key role in helping GTT to meet its cashflow targets as well as minimising levels of overdue debt and bad debt write offs. The Collections Specialist will also help to resolve disputes, working with contacts at the client and liaising with internal stakeholders in Sales, Billing and Service Delivery to understand, identify and get to the root cause. The ability to show an inquisitive mind, solve problems and push proactively to get results are qualities which will fit well with this role.

The Collections Specialist should be able to manage and drive stakeholder relationships across the business ensuring high levels of customer service and leveraging relationships to drive results for the team. Adopt a ‘continuous improvement mindset’ both to benefit the customer experience and strive to increase efficiency by process optimisation, automation and lean approach.

Main Responsibilities:

1. Working with an assigned number of CAM’s to assist in the daily collections efforts.
2. Contacting all assigned CAM’s related to accounts in the work queue daily and provide sound collection follow-up on delinquent accounts.
3. Provide CAMs support related to customer balance information, including detailed balance statements as necessary.
4. Research and adjust customer accounts as necessary.
5. Confer with internal and external customers by telephone and by email to resolve past due balance and secure payment on overdue balances.
6. Process credit requests.
7. Provide support to and manage AR team.
8. Send disconnect notices out every month by the 3rd business day and throughout the month as necessary.
9. Maintain ETL (end of term liability) log and terminate customers immediately upon nonpayment.
10. Maintain bad debt of .5% or less.
11. Ensure aging is current and that customer issues are resolved timely.
12. Ensure credits are entered timely and reviewed within 3 business days of submission.
13. Approve all equipment releases to customers.
14. Work with departments to develop processes as it relates to the customer and collections.
15. Strong analytical skills.

Essential Criteria:

1. Good written and spoken English.
2. Fluent in European language e.g. French/German/Spanish/Italian (written and spoken).
3. Additional languages a bonus.
4. Professional and articulate.
5. Able to communicate effectively with internal and external parties.
6. Numerate.
7. Ability to work in a timely and accurate fashion.
8. Strong attention to detail.
9. Flexible and self-motivated, team player.

Ideal Candidate Profile:

You are a motivated, hard-working, tenacious and approachable person who can be firm when needed and does not shy away from picking up the telephone to resolve a query. You may have completed an undergraduate degree within a finance discipline and you possibly have customer service experience.