Collections specialist

Descriptif du poste

Description of the role:

As member of Order to Cash department, the position holder will actively participate in Account receivables activities aiming to ensure efficient and effective process of:

-Contract set up reflecting the correct and agreed contract attributes
-Proper customer identification
-Accurate billing activity
-Dispute management and Customer care
-Cash collection and aged debt coverage


The position holder main tasks & activities will be in the area of Collections, as Order-to-cash processes are very interdependent, proper and accurate actions and follow ups will have an impact in all the above-mentioned areas.

Profil Recherché

Role specific requirement - Cash collection:

-Secure complete customer account management, in depth analysis of unpaid debt and strategy application to ensure all ledgers are kept clean, accurate and reconciled (apply corrective measures if necessary)
-Ensure full coverage of the assigned portfolio through collection of all accounts using various collections methods and communication channels. Position holder needs to prioritize direct customer communication via outbound/inbound calls.
-Properly document all performed actions as per agreed process and archive evidence in the ERPs and tools used within the team
-Following deployed collection guidance and strategy, ensure proper follow up and prioritization of all accounts and customer requests
-Ensure all collection strategy steps are completed on accurate and timely manner
-Based on collection strategy and/or customer specifics ensure dunning process is applied on time by sending the appropriate dunning letters to customer and where needed pre legal process to be initiated by collecting/preparing all required support documentation.
-Ensure all payment plan requests are approved as per process, properly documented, tracked in the systems and followed up
-Monitor credit item levels and ensure timely matching and proper actions are in place to maintain levels of unmatched cash in line with the SLAs. Communicate actively with customers on their credit balance items
-Provide accurate forecast on account level, considering regular follow up and update. Inform TL in case of important deviation vs initial forecast.
-Perform GAP Analysis on the Final debt position, providing root cause analysis on the various GAPs to Collectable pool and initial OL
-Perform WO analysis and initiate WO requests, following the established process and internal controls
-Refunds – Initiate refund requests, as per the established process and internal controls, coordinate the refund with Financial Team, if need.
-Perform account analysis and payment behaviour analysis, following requests from Risk team, related to annual risk assessment of the account.
-Monitor orders for new contracts and consumables, identify the root cause of the credit failure and follow the established process.
-Use the available collection tools as leverage to maximise collection.
-Communicate effectively in French and English with internal and external stakeholders.

Avantages sociaux et autres

· CNSS : covers the insured’s healthcare expenses and guarantees access to care;
· Private insurance that covers 80% of medical expenses;
· Transportation provided by the company;
· 100 euros/ dollars (equivalent of 1000 MAD) offered to employees for Eid Adha occasion (once a year on the occasion of Eid Adha);

Amplitude horaire

Canadian working hours

Salaire Net + primes