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First level university degree with a focus in business or economics; MBA preferred or equivalent experience
Typically 4-6 years of experience in credit, banking or collections
KNOWLEDGE AND SKILLS RECOMMENDED
Strong written and verbal communication, negotiation, and conflict resolution skills.
Strong problem solving skills.
Strong computer skills and intermediate knowledge of Microsoft Excel and Word.
Strong prioritization skills.
Strong understanding of risk mitigation tools.
Strong relationship building skills.
Strong influence skills.
Strong leadership skills
Strong understanding of the order management process
Strong understanding of the dispute management process.
Strong understanding of collection processes and financial concepts.
Strong understanding of customer’s internal payment processes.
Basic project management skills.
All disputes from simple to complex transactions for assigned route to market or business.
Follows standard dispute management process, with a strong focus on building long-term relationships with internal partners
Customer/Internal Partner Engagement:
Confirm correct dispute owners/reason codes are assigned to open disputes; provide feedback on incorrect assignments;
Ensure collections is logging disputes in a timely manner
Demonstrates good judgment to address “corner-case/non-standard” customer scenarios and find the best solutions
Identify appropriate internal partner contacts to resolve open disputes.
Proactively make regular contact with internal partners on aging disputes
Respond and follow up promptly on all internal partner requests or issues.
Build and maintain strong internal partner (Business and RTM) relationships.
Proactively learn internal partner infrastructure, processes and escalation contacts to enhance resolution of disputed transactions; become an expert on assigned partner focus.
Manage regular reviews with dispute owners to address dispute status, work on solutions for open disputes and determine appropriate escalation steps to resolve disputes within agreed turnaround time
Document all dispute related activities in designated system/local files following standard commenting procedures.
Builds strong customer relationships to ensure world class TCE and win/win outcomes are achieved.
Escalations and Internal Collaboration:
Ensures engagement with Collectors and HP Partners, timely actions and escalations and takes ownership of Disputed transactions to enable Collections to achieve Aging KPI’s
Demonstrates good judgment to adapt capabilities to “corner-case/non-standard” customer scenarios and find the best solutions for resolving disputes
Escalate aging disputes following standard processes to C&C resources and internal partners exercising independent judgment and building positive relationship.
Identify, investigate and escalate “at risk” disputes as per defined processes, making recommendations on reserve or write off decisions.
Planning and Governance:
Independently prioritize actions and workload to meet/exceed metrics.
Provide input to collections teams on open disputes for month-end/quarter end forecast and collector account reviews
Participate in all governance related activities at team, Region and Global level to identify specific actions and provide regular status updates.
Effectively engages with Collections and Internal Partners to prioritize Disputes, provides input on aging Disputes for forecasting, escalates and drives decisions for the DWL and write offs, raises visibility to Dispute trends and recurring issues, and ensures all Dispute related processes are effectively followed
Exercise independent judgment in compliance with C&C policies and processes, audit standards, SOX standards and other regulatory requirements
Provide reports, analysis or other information as required to Internal Partners and Collections Teams
Proactively analyzes root causes of disputes and take appropriate actions
Works together with the o ther Regional Resolvers to analyze the dispute trends identifying common issues and dispute patterns, sharing best practices to improve the TAT on the resolution of disputes
Takes on ad-hoc responsibilities or extra tasks and complete them with quality and within the deadline given.
Proposes structural changes for the organization that will make it more efficient.
Leads and participates in local projects that enhance operational efficiencies within Collections organization.
Leads or participates in cross-functional teaming to improve customer payment cycle, facilitate solutions for customer receivable issues, and improve organizational processes
At Hewlett Packard Enterprise, our ideas propel our world faster. We’re an industry-leading technology company. And we’re accelerating everything we do. With the industry’s most comprehensive portfolio, our technology and services help transform our customers around the world to become more efficient, more productive and more secure. They enable our customers to go further. And our employees to develop, learn and advance their careers. Ready to change the world? No one’s doing it faster.
Mission: We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives.
Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed.
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