Collection Specialist (Brandon, FL)
Location:
Brandon , Florida
Posted:
February 21, 2017
Reference:
00062300
Job ID: 00062300

This position has a North America Business Unit focus and will be responsible for managing the customer relationship for a segment of the top 125 CCR customers. The Collection Specialist will have a direct relationship with the customer at the most senior levels of their organization. This role will also have a direct relationship with the most senior level of management for sales, finance, pricing and funding. This position will manage a portfolio of 80-150 million dollars (monthly) and be responsible for all aspects of coordinating the financial relationship with the customer. This position will be responsible for oversight of the dunning process for the CCR portfolio. Dunning is defined as all elements of the automated collection process for delinquent accounts. The Collection Specialist will be responsible for sustaining a strong partnership with external customers, outside service providers and key partners (Business Units, Finance, Audit, and Sales). This position will be responsible for analyzing, developing and executing the appropriate strategies in the management of an assigned customer group. This position will be responsible for analyzing data to identify customer trends, developing process or procedure to mitigate risk, defining and implementing the appropriate strategy to achieve performance metrics, and providing oversight for BPO performance.

Manage the customer relationship (external/Internal) through sustaining a strong partnership with external customers, outside service providers and key partners (Business Units, Finance, Audit, and Sales). Directly responsible for the relationship management of customer base of $80 million - $150 million per month. This customer base represents a portion of the top 125 customers for CCR.

Manage the dunning process through sustaining a strong partnership with external customers, outside service providers and key partners (Business Units, Finance, Audit, and Sales).  Directly responsible for managing the customer relationship for the dunning account segment. This encompasses over 70,000 customers and $3 million dollars per month.

Direct contact with our customers at the Buyer, CFO, CEO and Corporate Controller level as needed in the management of the account. Direct responsibility for the finance relationship with the Sales force for both CCR and CCNA.  Recommends and coordinates proactive activities with Sales, BPO provider and departments as appropriate. Manage the exception and escalation process from both customers and sales for accounts in the dunning segment.

  • Analyze, develop and execute the appropriate strategies in the management of an assigned customer group to achieve performance metrics.
  • Monitor, create and analyze reports targeting key transactional data to identify customer trends, mitigate risk and ensure quality.
  • Implement business process to mitigate risk and exposure as a result of the analysis.
  • Prepare reports and provide analysis to summarize customer and BPO performance.
  • Monitor BPO performance and provide oversight to BPO on opportunities to mitigate risk, enhance performance and ensure quality.
  • Calibrate process and activities with BPO to ensure cohesive and seamless interaction with internal and external customers.
  • Provide leadership within CFS on an influence management basis in order to manage all aspects of the relationship to the internal and external customers and partners.
  • Recommend and implement process improvements that will promote improved quality and compliance with policy and procedure.
  • Manage the process for field notification of status changes.
  • Prepare presentations as needed including analysis and other pertinent information required by internal and external customers.
  • Travel as required to support relationship management with all partners.
  • Ensure compliance with SOX and other applicable regulations.

Requirements

REQUIRED

  • Bachelor's Degree in Accounting, Finance or other business related field or equivalent combination of education and work experience required.
  • Excellent planning and organizational skills
  • Ability to communicate effectively both orally and in writing
  • Three (3) plus years of collection experience.
  • Two (2) years of customer relationship management experience.
  • Intermediate proficiency Microsoft Office applications
  • Experience working in a self-directed capacity.

PREFERRED

  • Master’s Degree of Business Administration
  • 2 years of Analyst experience in a financial capacity
  • 2 years Relationship Management experience in a financial capacity
  • 3 + years of cash experience
  • Bilingual skills preferred (Spanish, French).
  • 2 years Leadership experience (at a supervisory or managerial capacity

 

A credit check is required for this position in Finance.

Coca-Cola Refreshments is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

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