Customer Account Specialist - Collections and Customer Account Management

Customer Account Specialist - Collector

Customer Account Specialist - Collector

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

   

HPE Financial Services is where we help organizations create the investment they need for digital transformation in an innovative and sustainable way. We partner with customers across their entire IT asset portfolio from edge to cloud to end-user. Unique to each client’s aspirations and size, our financial and asset management solutions are anchored by best-in-class tech upcycling services. Join us to redefine what’s next for you. 

Job Family Definition:

Provide professional solutions to the company end-users, dealers, and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives, and channel regarding customer satisfaction issues, including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel.

Management Level Definition:

Applies the basic foundation of a function's principles, theories, and concepts to assignments of limited scope. Uses professional concepts and theoretical knowledge acquired through specialized training, education, or previous experience. Develops expertise and practical knowledge of applications within a business environment. Acts as a team member by providing information, analysis, and recommendations in support of team efforts. Exercises independent judgment within defined parameters.

What you'll do:

This customer delivery position manages the customer lifecycle and collection process. The Customer Account Specialist (CAS) monitors, reports, document and resolve payment deviations (payment delays). The CAS will serve as the accounts receivable point of contact for the customer, resolving any invoicing and payment queries and ensuring the customer has an effortless customer experience. The CAS will be responsible for meeting the company’s AR targets, the role will work very closely with the customer’s accounts payable team to ensure payment and with internal functions to ensure all invoice payments are applied and closed. In channels where they are more engaged with the customer experience than with the collection activity, it's clear that the role is responsible for proactive customer service too. This role supports the customer in their understanding of the channels available to them to engage with us, for example, the portal.
Follow up mail / calls to customer on payments
Initiate collection steps to default customers
- Sales Escalation
- Dunning / Collection letters
- Working with Collection Manager and legal to initiate legal steps
External and Internal query management
Solution design to ensure smooth process
Cater to agreed customised solutions
Adherence to internal and external compliance requirement
Typically a Bachelor's degree or equivalent experience and/or 1-2 years related experience or Master's degree Basic knowledge in the field of Customer Relations. Demonstrated verbal communication and customer service skills.
Knowledge of microcomputer hardware, basic- level knowledge of operating systems software.
Demonstrated writing/correspondence skills.

Skill level expectations should be 1 or 2 out of 5

E: Customer Focus - Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.

E: Cultivate Innovation - Creates new and better ways for the organization to be successful. For example, approaches professional work in unique or innovative ways. Offers original ideas. Appreciates others' creative ideas and solutions and provides helpful input to enhance them.

E: Manages Ambiguity - Operates effectively, even when things are not certain or the way forward is not clear. For example, responds effectively to unclear situations, seeks to resolve ambiguity and make progress. Seeks guidance on how to adapt to changes and responds with appropriate composure and effectiveness.

What you need to bring:

Education and Experience Required:

• Typically a bachelor's degree or equivalent experience and/or 1-2 years of related experience or a master's degree.

Knowledge and Skills:

• Basic knowledge in the field of customer relations. Demonstrated verbal communication and customer service skills.

• Knowledge of microcomputer hardware and basic-level knowledge of operating system software.

• Demonstrated writing/correspondence skills.

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Relationship Management (CRM), Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 6 more}

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

#india#hpefs

Job:

Services

Job Level:

Entry

    

    

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.

Experience Level

Entry Level