ConvaTec is a global medical products and technologies company focused on therapies for the management of chronic conditions, with leading market positions in advanced wound care, ostomy care, continence and critical care, and infusion devices. Our products provide a range of clinical and economic benefits including infection prevention, protection of at-risk skin, improved patient outcomes and reduced total cost of care. At ConvaTec, we exist to improve the lives of the people we touch. We are committed to helping people with chronic health conditions lead the life they want – giving them more mobility, confidence and freedom. Our customers depend on our advanced technologies to help reduce potential complications of skin breakdown and infection, and they rely on our products and services to help manage their conditions every day. Meeting their needs is what motivates us and is a source of tremendous pride for all of us who work at ConvaTec. Purpose of role This position will cater for Austria, Switzerland and Germany. The successful candidate will need to have business level language skills in German. (Dutch and/ or Czech language would also be desirable, in addition to the above, but is not essential). To reduce receivable open balances and maintain a high level of customer service. The incumbent shall utilize direct communication with customers via phone, email or the collections tool to resolve disputes and obtain payment commitments. Key Duties & Responsibilities To contact and collect from external customers all aged receivables via call, email or the collections tool. To issue reminders in accordance with ConvaTec policies and procedures. To properly document the outcome of any contact with the customer in collections tool to ensure audit trail and customer relations. To work with the OTC Tower Lead to pro-actively manage customer accounts as required by the SLA’s. To investigate and address customer claims via disputes To respond to general queries from customers regarding payments. To research and verify receipt of payments and investigate residuals (short pay or over pay) To notify the OTC Tower Lead regarding cash flow problems or unresponsive customers. To identify and process refund requests. To identify and process write-off requests. To negotiate and implement payment arrangement plans for delinquent customers in accordance with the ConvaTec GOA. To prepare trackers and assist with starting legal procedures To receive notification of customer bankruptcy, verify obtained information and alert the OTC Tower Lead for further escalation. To participate in review calls as needed To flag and required updates ConvaTec policies and work instructions and send to the Tower Lead and the Global Process owner for approval? Key Results Indicators & Measures of success Customer service - adherence to SLAs KPI’s DSO Experience (Tools) Working knowledge of SAP (training will be provided) Education/Qualifications School leaver educations Finance qualification preferred Language Skills German B2 English B2 Portuguese (if not a native speaker) B2 Other: Czech B2 or Dutch B2, would also be desirable, but not essential. Soft Skills Good communication skills Good customer service skills Team player Other Working knowledge of collections processes Working knowledge of credit analysis Mathematical skills Previous experience of working in customer services an advantage Previous experience working in a GBS environment Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Additionally, this job description reflects management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. ConvaTec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law. Notice to Agency and Search Firm Representatives: ConvaTec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any ConvaTec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of ConvaTec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you. If you are an active employee at ConvaTec, please do not apply here. Go to the Career Worklet on your Workday home page and View "ConvaTec Internal Career Site - Find Jobs". Thank you!
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