Overview:
**Collection Analyst**
As Collection Analyst, you will proactively work and support the invoice to cash process meaning that this position acts as the point of contact for all matters which relate to customer debt and billing.
The role facilitates the accounts receivable activity to generate cash flow through cash collection in line with Credit Management best practice.
Working closely with customers at a regional level the role ensures customer debt for the region is kept at or below corporate target levels.
It also contributes to the overall satisfaction of the customers with the billing deliverables.
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**What you will do**
- To execute all debt collection activity for an assigned portfolio of customers in a dedicated region.
To act as the single point of contact to the customer for the resolution of any issues or complaints around invoice validation or content and for the understanding of the invoices billing
- To pro-actively contact customers regarding due payments and be responsible for prompt & accurate allocation of all customer payments received against outstanding invoices.
To reconcile & agree disputes over SITA and customer invoice data.
To carry out any required reconciliations of historical debts.
- To work collaboratively with other SITA teams to resolve issues affecting cash collection / revenue recognition or raise issues which may impact on customer satisfaction.
In particular to ensure that any problems which impact billing (e.g.
contract, service delivery, invoicing, or tax issues) are addressed promptly with the necessary parties to support resolution.
- To build relationships with customers to enable agreement of customer re-payment plans.
To monitor and track progress on action plans.
To manage process to suspend customer services in event of continued non-payment, in line with SITA's agreed disconnection procedure and in accordance with SITA Credit Control Escalation Policy.
- To address customer satisfaction issues in the billing and payment areas.
To undertake, when necessary, any training with customers on SITA's invoices, payment best practices, and any other billing content and tools.
Responsible to develop action plans after customers' surveys (e.g.
CFF feedback on billing) or complaints (including escalations to Corporate level, e.g.
Orange or Red Alerts).
To record and anticipate the business requirements of the customers and work on proposing solutions.
- To update any administrative data relating to customers (mailing address, payment method parameters, etc) in the Customer referential (e.g.
CMS).
Additionally, to update the status of the customer's account to reflect the current escalation process.
- To keep data up-to-date for the production of any debt, billing or customer satisfaction reports.
To participate, when required, to any regional cash or billing calls or meetings.
- To act as a billing and payment process know-how point of contact for the Regions and Business Units.
To this effect, to keep her/his knowledge of SITA's products and services, billing and payment processes up to date, and to attend all training that is necessary to maintain her/his know-how.
Qualifications:
**Who you are**
- Prior 2+ years in billing debt collection or customer service.
- International Debt collection or Customer Billing experience is an advantage.
- Fluent in English, also understands Spanish and Portuguese.
- Very good understanding of SITA billing system and processes.
- Advanced user of MS Excel to manipulate & consolidate debtor or billing data.
- Knowledge of Business Objects reporting.
- Good understanding of products services and tariffs.
- Ability to work within a high pressure environment with stretching targets.
- Proven customer service skills.
- Strong relationship management skills and able to work across culturally diverse teams.
- Bachelor's degree in business or economics (or 2-years certificate plus degree equivalence acquired through working experience and training).
- Working towards a related professional certification.
What we offer
SITA's workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who've been working here for decades collaborate with those just out of college and early in their careers.
SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.
And we offer all the good stuff you'd expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.
Welcome to SITA
We design, build, and support technology solutions all with one vision to create easy air travel every step of the way.
As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air trans