About the role

Position - AR & Collections

This project is UK Shift, WFO
Key Skills :
1. P&C Insurance Knowledge, Team Handling minimum 5, Understanding of broker and agency payment
2. Understanding on Collections Management – Following up on outstanding premium
3. Understanding of dispute management and dunning process
4. Understanding of Unapplied and unidentified cash and Aging Analysis – Monitoring overdue receivables

Key Responsibility Areas including preferred Skills and Experience(AM)

· Must have an experience of managing a team size of 10

· Provide coaching, feedback, and ongoing training to team members to enhance performance

· Effectively manage queue and balancing of work loads

· Monitor team performance metrics, on all types of work and able to review and shared feedback and mitigation plan

· Ensure that the guidelines are followed as per standard procedures

· Exception handling query from customer for which they called and able to provide a solution withing a short timeframe.

· Should be able to understand transaction flow and able to help customer to inform with their amount due for payment, sharing payment status, invoice copy.

· Must have good understand of refund process and able to help customer with their legal refunds within define TAT and providing them right information on the refund status.

· Ensure that the quality of the transactions is in compliance with predefined parameters

· Should review and provide feedback on SOP’s and Governance deck and MI reporting

· Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns

· Understanding of commission/agency statement procedure will be an added advantage

· Achieving key targets for the process in line with the SLA (Service level Agreement)/KSFs (Key Success Factors)

· Prepare performance reports of each employee on accounts work assigned to them or they handled

· Managing all daily BAU of the process

Competencies:

· Foster a positive and collaborative team culture that promotes open communication and mutual respect

· Adherence to laws and best practices in regard to dealing with customers and their data including PII/Financial etc

· Good communication both written and verbal

· Good knowledge of collections strategy and client management experience

· Knowledge of multiple ERP systems will be an added advantage.

· Good decision-making skill.

· Committed to achieving specific objectives and takes ownership for accomplishing them.

· Effectively balances quality, customer service and productivity standards

· Ability to prioritize & multi-task

· Exhibits meticulous attention to detail

· Excellent problem solving & analytical skills

Act as liaison between team members and management & bring issues/concerns to management

Eligibility Criteria:

· Graduate in accounts. B. Com Hons is preferred

· Minimum 6 years to 8 years of experience in an international OTC and R2R process from Retail industry

· System understanding of IBM I (iSeries)], Worldpay, Blackline, Bottomline and HSBC Banking platform will be and added advantage

· Must have client management experience and experience of managing a team size of 10 members