Job Description
Key Responsibilities
- 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?
