Collections and Helpdesk Team Lead with Spanish

As a Collections and Helpdesk Team Lead with Spanish, you will be responsible for managing the Spanish Collections team and optimizing our collections process for our Spanish-speaking clients. You will play a critical role in ensuring the financial health of our organization by facilitating the timely and efficient recovery of outstanding debts while maintaining strong relationships with our clients.

Responsibilities

• Strong knowledge on the O2C domain, collections & accounts receivable principles and concepts
• Ability to handling a team of 8-10 collectors with good team management skills.
• Will be responsible to manage daily, weekly & monthly collections activities & deliver the outcomes to the stakeholders in timely manner
• Monitor and Report on any deviations/escalation from internal/external customers & handle escalation
• Effective follow up on resolution of overdue receivables, unapplied payments, customer queries, disputes, tickets.
• Follow-up with internal/ external customers for information/ query resolution
• Recommend continuous improvements to the internal and external team.
• Ensure that the assigned targets are met in accordance with KPI/SLA and Internal standards
• Ability to manage expectation from senior management & externals stakeholder
• Evaluate team performance and report the progress on timely manner
• Training the new joiners in the team

Qualifications

• Minimum Qualification – Graduation in Finance or Accounting with 5-7 years of experience in O2C domain, preferably advertising domain
• Strong knowledge on customer query resolution/dispute management, collections and ledger reconciliations
• Good knowledge on measuring key metrics in the domain
• Should have performed Billing, Collection, reconciliations, cash application, query handling with good communication skills
• ERP experience – SAP S4 HANA, other CRMs are a plus
• Proficient in MS office – Intermediate/Resilient knowledge on MS Excel
• Attention to detail & delivering to the deadlines.
• Clear and concise way of expressing ideas and requirement
• Strong analytical & problem solving ability
• Able to motivate self & the team
• Fluent English and Spanish are essential

It's important to note that the job is hybrid, but during the initial training and stabilization period, the presence at the Cluj office is required more often. (The office is located on Croitorilor Street, nr.12-14, Cluj-Napoca)