Europe Collections Analyst

The Role

As you will be responsible for our client base, a very high standard of verbal and written English is essential for this role. You will interact with clients as needed and work to continuously improve our collections processes.

Performance Objectives:

Clients

• Use a combination of communication tools, primarily telephone and e-mail, to contact clients to discuss outstanding debt issues
• Utilizing a combination of defined processes, case history and judgement, make decisions on next course of action, on a client by client basis
• Record accurate records of client communications within Oracle Advanced Collections system
• Investigate and resolve occurrences of unallocated cash

Excellence

• Achieve a variety of targets, based upon qualitative and quantitative measures
• Continually re-prioritize an ever changing workload, ensuring activity is focused towards achieving a variety of targets
• Escalate any issues affecting the recovery of monies in a timely manner, either internally through Global Finance Services Management or with the business, as required
• Ensure tasks are performed in accordance with Service Level Agreement objectives
• Contribute ideas and actions towards the continuous improvement of processes within area of influence
• Understand and apply Willis Towers Watson’s Billing processes, policies, procedures and internal control standards

People

• Liaise with Management Manager and Collections Analysts regularly regarding all aspects of collection activity performance
• Interface with other Global Finance Services associates to ensure compliance with cross-team responsibilities
• Work effectively within the team dynamics

• Experience working in a business to business Collections / Credit Control environment
• Experience of working in an environment communicating with English speaking clients
• Strong fluency in written and in particular spoken English
• Ability to articulate and communicate professionally is essential
• Strong customer service skills / ability to communicate professionally through a variety of channels (e.g. telephone, e-mail)
• Ability to work well under pressure and meet ever changing deadlines and stretching targets
• Adaptable, able to learn new processes, concepts, and skills
• Ability to interpret and analyze financial data and use their analysis to identify the root cause and/or devise the appropriate action plan
• Ability to professionally handle and resolve, exceptions and disputes.
• Strong knowledge of MS Excel
Willing to work on Mid-Shift and/or night shift.