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German Collections Agent

Job Description

Job Title: German Collections Agent

Reports To: Team Lead 

Department: Finance Department

Overall Job Purpose:          

The Collections Agent is responsible for the handling all customer enquiries regarding payments, cash applications and outstanding balances.  The role will play a key part in the development of new strategies, workflows and processes. This is an excellent opportunity for a creative and results driven individual who has a key interest in customer engagement

Essential Qualifications, Training and Experience:

  • 3rd level qualification is essential
  • 1 year minimum customer service experience in a fast paced environment
  • Proficient in Microsoft Office
  • Fluent German and English
  • Flexibility with working hours and shift patterns
  • Desirable Qualifications, Training and Experience:
  • Experience in a financial services environment would be beneficial

Personal Attributes required:

  • A positive attitude with strong business acumen
  • Excellent communication skills and the ability to engage with Business Managers at all levels
  • Ability to prioritise workload and ensure tasks are completed in a timely and efficient manner
  • Demonstrated ability to achieve service level agreements        

Responsibilities:

  • Manage a high volume of customer queries from both from internal and external customers
  • Review and quality check of collections and account suspension
  • Review, and analyse suspended  customer accounts and reactive where possible
  • Respond to general requests from the quality and collections teams
  • Tackle complex payment issues and resolved within in outlined SLA (service level agreements)
  • Monitor client request queues and ensure any issues are escalated through the appropriate channels
  • Dispatch customer statements on request
  • Assist with allocating remittances as efficiently as possible to ensure the SLA (service level agreements)  are maintained
  • Ensure all change requests are actioned and all relevant systems are updated with the relevant information Ad hoc administrative tasks

 

 

 

 

 

 

 

 

 

 

 

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