Act as a subject matter expert for a particular line of business supporting the team with first escalations, accounts resolutions, continuous coaching, training, etc.
This role will also support the Supervisor in certain administrative tasks such as reporting, documentation updating, etc.
Require to partner up with other teams and groups in order to provide a better understanding of the impact of the team within the whole OTC flow.
Support Supervisors when needed by handling escalations, business reporting and special tasks when the Supervisor it’s not available.
Assists the team in resolving customer issues.
Works with the Supervisor to identify, coordinate and execute on-going training and coaching session for the team.
Support training compliance for new hires.
Become the SME regarding dispute processes, identified training needs and coach collector as required, review dispute daily reports and follow up to ensure current disputes are updated / resolved in a timely manner.
Escalates high-profile problems and internal escalations to Supervisor in order to secure approval for any non-routine concerns / solutions
Assesses the quality of the work (audits) done by the team in each portfolio and define together with the Supervisor a strategy to close any gaps.
Conducts routine and ad-hoc research on accounts.
Analyzes individual situations and make decisions based upon established departmental guidelines and provides guidance to team members.
Submits accounts for bad debt write-off or cancellation approval. (TRTA)
Leads team of collectors and ensure queue completeness and sound management of individual portfolios.
Interacts with internal and external customers daily.
Provides on-going feedback to Management on areas for opportunities.
Runs and distributes frequently metrics reports for all BUs assigned.
Coordinate and lead processes in place for mass fax rejects, denial / approvals report, this includes providing feedback and coaching Collectors as well as providing required visibility for Management on the status and improvements of the processes mentioned above.
Ensuring all inboxes have been appropriately and timely worked and maintain the responses within the required SLAs.
EDUCATION / EXPERIENCE :
Technical school Degree plus 3-5 years of experience OR Bachelor degree plus 2-4 years of experience required.
Technical School degree or Bachelor degree preference in Finance, accounting, business or economics.
Prefer some supervisory experience
REQUIRED KNOWLEDGE / SKILLS :
Strong verbal and written communication skills required. Solid English language skills are required.
Excellent ability to deal with difficult customer (internal & external) situations with a professional and resourceful manner for resolution.
Cultural sensitivity a must.
Excellent understanding of collections processes and regional practices
Strong PC skills, particularly Excel and Word
Strong learning aptitude and agility
Requires strong negotiation skills within prescribed guideline.
Highly motivated, task oriented and able to work independently in a fast paced environment.
Ability to maintain confidentiality of sensitive information.
Thorough knowledge of various Thomson Reuters businesses and products / services.
Ability to build teams team and manage people effectively
Strong communications skills and presence
Deep knowledge of collections practices and ability to effectively teach, develop and train team
High aptitude for learning and knowledge of computers and software
Ability to think quickly and respond to questions
Proven leadership and high level of engagement.
Strong negotiation skills relating to customer payments. Strong communications skills to relate invoicing, products and billing charges to customers.
At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers.
As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences.
With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world.
Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex / gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law.
Thomson Reuters is proud to be an Equal Employment Opportunity / Affirmative Action Employer providing a drug-free workplace.
Intrigued by a challenge as large and fascinating as the world itself? Come join us.