Are you experienced in collection operations?
If yes, this is a chance to be part of Elpedison, a leading Energy & Utilities Multinational Company and “Great Place to Work” Certified for the year 2022-2023.
Collections Officer monitors the daily operation of the external collection partner team by setting productivity and collectability targets and has the responsibility of the accurate operation of customers’ payments (all channels) and refund flows. Reports to Collections Section Manager.
Responsibilities:
- Monitors and controls collection partner’s production on a daily basis using the agreed KPIs.
- Performs qualitative evaluation of collection agents in order to identify areas of improvement, targeting to ensure the predefined collectability Company targets. Organizes training sessions if needed.
- Ensures that company's policy is followed by the collection partner.
- Administers the flow of customer payments entries and refund processes. Performs the necessary controls on a daily basis to ensure the accuracy of information concerning customer balances. Keeps direct contact with Finance Department in terms of payments issues (e.g. reconciliation issues) and financial institutions or Elpedison stores in case payment related issues arise.
- Implements the required actions for the execution of collection & dunning cycles for EL & NG (company's systems & network operation platforms) in accordance with the company's policies and the current regulation. Proceeds to the necessary follow up actions to the DNOs to ensure the timely execution of dunning requests.
- Participates actively in projects or undertakes small projects related to the development or adjustment of systems functions on collection issues (analysis phase, UATs, deployment). Pinpoints malfunctions of systems’ procedures, designs improvements and reports them to the IT dpt. and monitors their fixing / implementation.
- Provides necessary secondary support to other departments/sections through system activities/cases flows or other communication channels (phone, e-mail etc.) on collection issues. Monitors the realization of the required tasks adhering to the targeted MTTR figures.