Working within a team, you will be responsible for managing your own ledger of accounts, ensuring clients’ invoices are paid in accordance with specified terms.  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.
•    Utilising 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.
•    Effectively negotiates payment and solutions when addressing client concerns, issues, and complaints.
•    Stakeholder Management – Safeguard the long-standing goodwill relationship with internal/external clients.

Excellence

•    Achieve a variety of targets, based upon qualitative and quantitative measures.   
•    Continually re-prioritise 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 WTW’s Billing processes, policies, procedures, and internal control standards.

People

•    Liaise with the Management team 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 dynamic.
 

Experience working in a business-to-business Collections / Credit Control environmentExperience of working in an environment communicating with English speaking clientsStrong fluency in written and spoken Portuguese and EnglishAbility to articulate and communicate professionally is essentialStrong 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 targetsAdaptable, able to learn new processes, concepts, and skillsAbility 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 ExcelWilling to work on Mid-Shift

WTW is an equal opportunity employer