Collections and Billing Inquiries Specialist

About GTT:

GTT is a leading global provider of secure cloud networking solutions for multinational organizations. We design and deliver solutions that leverage advanced cloud, networking and security technologies. We complement our solutions with a suite of professional services and exceptional sales and support teams in local markets around the world. We serve thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice and other connectivity options. Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents. The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices. For more information, visit 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.

Duties and Responsibilities:
• Manage a portfolio of clients by telephone and email reaching 25 unique clients per day ensuring the ERP system is noted with a history of each contact
• Ensure SLA is met regarding replying to incoming emails/client inquiries
• Hit the agreed cash collection targets/overdue debt targets to be set on a monthly basis.
• Create and populate dispute, billing and cash applications tickets to drive resolution of disputes and ensure cash is correctly allocated to invoices
• Keep unapplied cash (lines and values) on your accounts to a minimum
• Stakeholder management: Ensure regular debt calls are in place with the key stakeholders in the business to address any key areas of concern related to debt, performance and relationships
• Provision/reserve all doubtful revenue in accordance with agreed procedures
• Follow the dunning process up to and including suspension, disconnection and 3rd Party Collection
• Proactively manage clients in bankruptcy/administration to minimise write-offs
• Participate in process improvement workshops to improve customer experience and efficiency of the Collections Department
• Customer first attitude with firm but fair approach to collections

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