Sr Analyst Customer Process & Support Voice

Role Purpose

Responsible to actively maximizing cash-flow opportunities through the effective credit control, cash collection and timely query, resolution on a portfolio of assigned customer accounts. Ensure that the integrity of all work and interactions with customers are completed in accordance with IHG policy and procedures and compliant with Sara banes Oxley legislation.

Key Accountabilities

• Responsible for the collections process to include - a) Effective & regular follow up with customers for outstanding receivables b) All aged (90+) past due items are addressed regularly and escalated c) Ensuring processes and procedures are followed regarding customer contacts, adhering to the process policy, legal requirement, reviewing collection data and allocating resources as needed d) Proactively inform any customer issues and escalation e) Issues & identified mistakes are not repeated
• Develop & maintain relationship with hotels - Listen to and communicate with customer to obtain all required information necessary to determine and address their specific needs; tactfully explain why, if service cannot be provided
• Responsible for reconciliation for customers, research for unapplied cash, preparation of accurate reports as & when required
• Accurate & correct statement, reports & data is provided to internal & external customers within time lines assigned
• Responsible for timely responses to internal & external customers
• Ensure all customer records are kept up to date, call logs/conversations in People Soft and all maintenance processes are documented and filed as agreed
• Backup plan during leaves and assisting other members during the leaves – Ensuring all reports, queries are addressed as per timelines
• Ensuring other portfolios & responsibilities are managed as and when asked or assigned upon

Key Skills & Experiences

• Education: Associate Degree or Bachelor's Degree in a relevant field of work or an equivalent combination of education and work-related experience.
• Experience A minimum of 2-3 years work related experience with demonstrated proficiency and understanding in one or more functions related to the position.

Technical Skills and Knowledge

• Effective team player with a Positive attitude & proactive approach
• Ability to influence and negotiate resulting in positive customer payment decisions
• Demonstrated effective/strong verbal and written communication skills
• Demonstrated proficiency in recognizing & resolving problems or inconsistencies in transactions and systems

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