Manage customer accounts in accordance with Service Level Agreements, maintain and update team’s records management for tracking, communications and continuous improvement purposes.
Provide expertise in the investigation, analysis and resolution of significant changes in account balances
Analyze system reports to ensure accuracy, research and resolve problems; ensure the integrity of assigned system and data
Listen to and communicate with customer to obtain all required information necessary to determine and address their specific needs; tactfully explain why, if service cannot be provided.
Respond to individuals in manner and timeframe promised, or follow up to explain status.
Responsible for the collections process to include: ensuring customers are contacted regularly regarding outstanding receivables; ensuring processes and procedures are followed regarding customer contacts; reviewing
collection data and allocating resources as needed.
Assist with daily cash allocation ensuring transactional integrity adhering to consistent departmental policy.
Ensure all customer records are kept up to date, call logs/conversations and all maintenance processes are documented and filed as agreed.
Assist with the recovery, certification and reconciliation of the withholding tax transactions in line with IHG policies and procedures.
Prepare and compile various reports as required for special studies and projects
Key Requirements
Education: Associate Degree or Bachelor's Degree in a relevant field of work or an equivalent combination of education and work-related experience.
Experience: A minimum of 5 years progressive work-related experience with demonstrated proficiency and understanding in one or more functions related to the position Technical Skills and Knowledge:
Demonstrated team handling skills.
Demonstrated intermediate level knowledge of PeopleSoft or other enterprise financial systems and Microsoft Office (Outlook, Word, Excel).
Demonstrated effective verbal and written English language communication skills.
Demonstrated proficiency in recognizing and resolving problems or inconsistencies in transactions and systems.
Ability to influence and negotiate resulting in positive customer payment decisions.
At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?
