This role will support Front Office Collectors and regional teams by ensuring timely, accurate, and compliant processing of assigned tasks, contributing to efficient collections operations, improved customer account visibility, and the smooth execution of credit and collection processes. 

Responsibilities may include the following and other duties may be assigned.

• Investigate and resolve workflow exceptions related to customer ownership, account assignment, collector allocation, and routing issues.

• Research customer and account information using SAP, FSCM, invoices, purchase orders, correspondence, and supporting documentation.

• Maintain and update customer contact details, ownership records, and master data to support workflow efficiency and reporting accuracy.

• Monitor exception queues and ensure tasks are completed within agreed service levels and operational controls.

• Deliver assigned activities in accordance with quality standards, turnaround times, and SLAs.

• Support account reconciliation activities by preparing customer statements, account summaries, and reconciliation information for collectors.

• Prepare and document debit and credit matching proposals using available account data.

• Provide administrative support for write-off and refund processes.

• Manage back-office mailbox requests, ensuring timely routing, prioritization, and resolution.

• Support monthly Statement of Account distribution and dunning letter processes.

• Assist with direct debit setup and administration in line with local and regional compliance requirements.

• Maintain desktop procedures and support documentation updates as required.

• Collaborate with Credit Services teams and cross-functional stakeholders to ensure high-quality service delivery.

• Identify, review, and validate automated workflow recommendations before account updates or routing decisions are completed.

• Escalate recurring automation, workflow, or data quality issues to supervisors and process owners.

• Leverage approved AI tools, including Copilot, to improve productivity while validating outputs before use.

​

Required Knowledge and Experience

• High School Diploma required; a university degree is not required for this role.

• Experience in Accounts Receivable, Credit Services, Collections, or a related finance operations function preferred.

• Strong systems proficiency, including Microsoft Excel, SAP ECC, and FSCM.

• Effective team player with strong collaboration and communication skills.

• Well-organized, with the ability to manage priorities and meet service and business objectives.

• Demonstrated ability to work independently, take ownership of assigned tasks, and drive them to completion.

• Experience working with structured workflows, shared mailboxes, case management systems, queue management environments, or workflow orchestration tools is advantageous.

• Strong attention to detail and commitment to accuracy, quality, and process compliance.

• Comfortable working with approved digital and AI tools, including Copilot, to support productivity while validating outputs before use.