WNS WALK-IN DRIVE- AR Collections- Senior/ Lead Associate

Role & responsibilities

O2C Collection

Functional knowledge:

Identify and work towards improvements projects resulting in process efficiencies

Collectors:

• Voice calling
• Dispute Management

• Customers account Reconciliation Customer Query Resolution

• Customer Account Management (Follow up on payment of open balances)
• Update and maintain accurate records of collection activities
• Refund process

• Collection report

• Query response (Customer / Collection manager / Credit controller)

Process improvement methodology

Account Management:

• Knows the counterparts at client side and maintains a supportive and professional relationship with them
• Maintains a communication channel to report regular issues and highlight the exceptions

Customer Orientation:

• Ability to understand client expectations and requirements
• Strives to adhere and improve performance on SLAs and deliverables to customer, including ownership of solution oriented, effective communication of issues raised, findings and proposed resolution
• Ability to maintain relationships with relevant line manager or counterparts or Stakeholders

Customer Orientation:

• Understands to the expectations from own role to ensure delivery on client expectations; delivers accordingly
• Responds to any changes, alterations, customer requests and escalates as required
• Solution oriented, effective communication with customers on issues raised, findings and proposed resolution.
• Is mindful of customer feedback, voice of customer - coordinates on action plans to address issues

Accountability

• Has complete clarity about expectations from self, measurable of the same and own role; delivers upon these

Collaboration and Teamwork:

• Understands and works towards the common goals of the organization rather than getting confined to own silo
• Resolves conflicts at his or her level; escalates if required.
• Displays good collaborative spirit
• Does not resist change management
• Addresses problems and finds solutions by working within and between WNS teams, including consultation with and or escalation to other towers when required.

Analytical Thinking and Problem Solving:

• Identifies anomalies, errors, and aberrations in output
• dives into problem areas to identify root causes and attempts to apply a range of contexts and scenario to identify possible causes of the aberrations and identifies solutions
• Proposes and supports implementation of process improvements

Communication skills:

• Participates actively in team meetings; articulates thoughts clearly
• Listens with attention and builds own understanding
• Demonstrates requisite verbal and written communication skills

SAP Mandatory

Preferred candidate profile

Candidate should have 2-6 yrs of relevant exp in B2B collection

Should be comfortable to work in US SHIFT

Good Accounting knowledge

Excellent communication skills

Please carry copy of your updated CV along with the government id proof