Billing and Collections Analyst

Why we need this role

• Understand Customer queries and disputes, provide resolution within agreed OKRs on Siebel Tracking system.
• Effective and regular communication with customer and stakeholders.
• Interaction with Colt customers and understand the service and business impact.
• Responsible for the integrity of the data within the recording system and provide high quality resolution for customer issues

What we're looking for

Typical tasks and responsibilities will include:

• Manage cash collection and account reconciliation of debtors, contacting customers including resolution of unallocated cash and credit

• Hold and attend review meetings with key customers and internal stakeholders on payment situations and manage payments

• Resolve customer requests and complaints

• Provide data analysis and perform billing assurance activities to support internal and external audits

• Monitor and support interfaces between billing systems and provide resolution proposals for stuck orders

• Manage operational work in billing system including order entry, tracking and resolving issues related to order flow failure

• Perform pre invoice activities including checks on customer invoices

• Upload customer e-invoices on different platforms and portals post billing

What you will do

• End to End ownership of resolving the tickets as per process guidelines/OKRs for Invoices, Payments enquiries raised by Customer.
• Resolve customer issues always following Colt standard processes.
• Ensure a right first time, accurate approach in resolving our customers issues.
• Provide proactive timely updates to both internal and external customer on the progress of the tickets.
• Ensure the results of NES surveys meet the expectations of Colt. Working towards delivering an effortless customer experience.
• Manage effective communication with internal and external customers on the progress of the tickets as per Colt standards in a simple and customer friendly terms.
• Feedback for any gaps and improvement in processes to management.
• Collaborate to build healthy relationship with all departments within Colt
• Good knowledge in workflow, dispute management and time utilization
• Prioritize the action on all the customer issues categorized under Top Dispute & Escalation.
• Ensure Ticket system / Resolution is updated with accurate and on real time basis to provide the progress of the ticket to the customer