Bill to Cash Operations Associate

Why this job matters

The Service Delivery Advisor 2 assists in service delivery activities across multiple customer accounts, supporting customer needs to ensure the highest levels of customer satisfaction and that expectations are met and surpassed with some supervision.

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.
As a member of the Collections Team your responsibilities include cash collection, resolution of simple enquiries at first point of contact that affect the customers’ ability to pay, data integrity and customer satisfaction. You will be responsible for cash collection and debt reduction against a variety of business customer bases, ensuring debt collection activity is effectively carried out to secure payment by the due date, resolving simple enquiries, and capturing any complex enquiries or disputes so they are managed through to resolution and payment.

What you’ll be doing

1. Discussing payment of invoices with business customers to secure payment or remove barriers to making payment.
2. Improving cash flow at every opportunity by telephone, encouraging preferred payment methods, educating customers to improve payment patterns, and minimise overdue debt without compromise to customer satisfaction.
3. Resolve simple enquiries and aim to resolve in a professional, quality manner, within agreed targets.
4. Meeting set targets for cash collection/overdue debt, enquiry resolution, productivity, quality, and customer experience
5. Protecting and developing customer loyalty through the provision of an excellent Billing service to our customers.
6. Ensuring all communication with our customers is clear and concise and always portrays BT in a positive and professional image.
7. Capturing dispute details and ensure they route to the correct enquiries team for resolution.
8. Adhering to strict validation of customer contacts to protect customer data in accordance with GDPR guidelines.
9. Ability to work at speed and maintain high levels of accuracy/quality 
10. Strong/fluent business English communication skills (oral and writing)
11. The ability to escalate effectively where delays are being experienced in resolving customer issues which could result in late payment of invoices/impact customer experience
12. Maintaining accurate records of conversations/actions taken and ensure all reporting is completed within the agreed timescales
13. The ability to use process guidelines effectively but also to think laterally when needed to help customers
14. A willingness to continually challenge, help to evolve and improve enquiry/dispute scenarios
15. Attending conference calls/meetings/1:1’s/forums when/where required 
16. Supporting your colleagues, Line Manager, and the wider BT functions.

The skills you need

1. Background and experience in Customer experience/service, most preferably credit management and resolution of customer enquiries/complaints.
2. Experience in managing key stakeholder relationships across operational teams and multiple Customer Facing Units including (but not limited to) Sales, Invoicing, Payment Services
3. Excellent Customer relationship skills including strong communication, rapport building, with strong written and verbal competency. 
4. Effective negotiation, influencing and problem-solving skills and the ability to manage conflict well.
5. Confident & effective communicator, able to deliver key messages and potential service impacting consequences in the event of non-payment, whilst consistently display tact and diplomacy with the ability to reasonably defend decisions where required.
6. Compliance and adherence to policy and process to ensure SARBOX controls are met, and any financial transactions are carried out under the appropriate delegation of authority.  
7. Excellent organisational skills, highly motivated with the ability to prioritise, manage and collaborate with the wider virtual team to ensure that customer issues are successfully executed and brought to closure with all outstanding balances settled.  
8. Hard working, results oriented, team player with a credible track record of successful credit management and enquiry resolution
9. Established and proven relationships within customers and internal teams along with good team building skills to drive value and performance
10. Good commercial acumen and financial skills
11. Ability to work to ever changing and stringent targets in order to achieve optimum cash flow into business.
12. Proficient in range of Microsoft office software, Excel, Outlook, PowerPoint, Word, Access, SharePoint etc.
13. Safeguard customer data in line with GDPR regulations and all other process and policy pertinent to protecting sensitive information.

Experience you would be expected to have

1. Experience in BT credit control/cash collection techniques and process
2. Experience of working in corporate customer facing roles with high quality call standard/monitoring in place.
3. Experienced in working in a faced paced highly productive team meeting both productivity and quality targets.
4. Experience of dealing with inbound customer call contacts or eCHATs and subsequent interaction/resolution updates are required
5. Strong financial acumen/understanding in dealing with account/invoice reconciliations and financial transactions.