Analyst - Voice - LTC - Collections & Helpdesk

Job Summary

This role focuses on supporting the collections process by handling customer payment queries, managing invoice disputes, and ensuring accurate documentation within ERP tools. The individual will monitor voice communication channels related to collections, assist with payment reconciliations, and contribute to the resolution of financial discrepancies, ensuring compliance with company policies and enhancing customer satisfaction.

Key Responsibilities

1. Support payment collection processes using ERP tools by monitoring outstanding invoices, documenting transactions, and assisting with payment reconciliations.
2. Address customer queries and disputes related to invoices, using the LTC-Collections & Helpdesk process to ensure accurate issue resolution and escalate complex cases within the team as needed.
3. Maintain and update customer account information in ERP systems, ensuring invoice details match orders placed and identifying discrepancies for further action.
4. Generate and review financial reports using ERP tools to identify trends and support the resolution of discrepancies in collections and dispute management.
5. Provide initial troubleshooting for voice communication issues impacting collections activities, escalating unresolved technical problems to senior team members.
6. Deliver customer service support by responding to billing and payment inquiries through voice channels, ensuring timely and professional communication.
7. Assist in documenting collections processes and updating internal helpdesk documentation to enhance team knowledge and service quality.

Skill Requirements

1. Foundational Knowledge Of Ltc Collections & Helpdesk Operations, Including Basic Dispute Management And Payment Reconciliation.
2. Basic Familiarity With Erp Tools For Transaction Documentation, Invoice Management, And Financial Report Generation.
3. Good Communication Skills For Addressing Customer Queries And Supporting Internal Team Collaboration.
4. Initial Learning Of Voice Communication Troubleshooting And Documentation Processes.
5. Basic Understanding Of Compliance Requirements Related To Collections And Company Policies.

Other Requirements

1. Optional but valuable: Certification in ERP Fundamentals (e.g., SAP ERP, Oracle Financials Foundations).
2. Optional: ITIL Foundation certification for helpdesk and service management awareness.