Customer Service Specialist providing debt negotiation for telecom products and services. Offering solutions via active/receptive voice support in São Caetano do Sul, Brazil.
About the role
- Senior Process Associate managing accounts receivable responsibilities in a hybrid role at Genpact. Collaborating with team members and external customers for efficient collections processes.
Responsibilities
- Work closely with Team leader and Team members; take over Team leader assigned tasks and prioritize based on business need and impact
- Perform Senior AR Specialist daily activities: complete daily tasks and supports others with coaching on completion of metrics
- Timely and actively contact external customers regarding unpaid invoices, and do the follow-up based on the case
- Validates reasons for delinquency using appropriate sources of internal / external information
- Analyzes reasons for non-payment / reasons for disputes with internal / external customers and find the root causes
- Analyze miscellaneous items / open credit balances of customers, and actively communicate with the customer to allocate them properly / to process refunds
- Prepare and process accounts reconciliation in communication with external / internal customers
- Analyze disputes root causes based on communication with external customers / dispute resolvers monitor and escalate delayed resolution of disputes
- Prepare regular and ad hoc analysis of her / his portfolio situation, define priorities for contacting customers
- Regularly analyze in meetings with internal customers further actions for top collectable / disputed / miscellaneous cases
- Process shifting of uncollectable items for legal actions / ensure processing of write-offs
- Works or helps and guides junior colleagues on difficult account reconciliation / escalation cases
- Manage complex customer accounts
- Act as a buddy of new joiners during business specific training, shadowing
- Is the second voice collector within the team on escalated, aged items
- Run existing reports on a daily, weekly, and monthly basis
- Improve & maintain reports based on the I2C standards
- Learn and develop soft and hard skills based on Genome Profile setup
- Resolve customer inquiries promptly & accurately, by understanding customer market & needs
- Proactively contact customers for timely collection or resolution of aged receivables, by regularly collecting & analyzing customer data
- Have a controllership overview of the dunning cycle / letters
- Validate that reports meet risk & financial requirements
- Coordinate Payment Plan proposals, pre-bankruptcy and pre-receivership recoveries once approved by the risk department
- There may be an opportunity to take part in special projects, for those interested in personal / professional development opportunities
- Accomplish all responsibilities in line with client compliance and integrity requirements
- Create, update, revise, and submit standard operating procedures for approval
- Follow the training plan set by management, complete it on time, and highlight potential risks for delays
- Act as a backup or cross-trained for another process or scope of work
Requirements
- Full professional knowledge of French, min. C1 and English min B2
- Business School Degree or qualification or minimum relevant work experience directly related experience to either cash collection or customer service, ideally in a multinational environment
- Ability to work under pressure in a dynamic environment
- Microsoft Office proficiency, especially Excel
- Cash collection skills, with detail orientation
- Basic financial analysis skills
- Ability to be hardworking and to think “outside the box”
- Interpersonal and teamwork skills
- Verbal and written communication skills
- Problem solving
- Cultural awareness in a diverse and international environment
- Thirst for learning
Benefits
- Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
- Make an impact – Drive change for global enterprises and solve business challenges that matter
- Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
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