Collections Analyst - Advanced German Skills (Job #1423094)

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Key Experience


• First level university degree with a focus in business or economics recommended or equivalent experience

• Typically 2-5 years of experience in customer service



Critical Competencies to Drive Business Results



• Good understanding of HP's Order Management Process

• Good understanding of HP's Dispute Management Process

• Good understanding of collection processes and financial concepts

• Basic understanding of risk mitigation tools.

• Fluent English and German

• Interest in the economical business sector

• High customer service orientation

• Negotiation skills

• Strong initiative

• Ability to prioritize

• Strong organization skills

• Team player

• Capability of sharing knowledge

• Supporter of change

• Structured thinker and analytical skills

• Comfortable working with numbers

• Problem solving and reconciliation skills

• Solutions oriented

• Ability to work with deadlines

• Multicultural working experience is a plus

Accountable for Trade AR exposure and aging across all businesses and product lines and multiple geographies

Impacts medium to high value of receivables with relationship type customer accounts, influencing customers behaviour, generally medium complex accounts and transactions, with collections strategies focusing on relationships or simple follow up as needed

Focus is on managing volume and value


Key Responsibilities


Portfolio:

• Relationship driven accounts, somewhat complex in nature

• Follows standard collection strategies, may exercise independent judgment to customize to the customer environment, with longer follow up time and focus on building customer relationships

• May act as resolver for designated self-resolving accounts


Customer/Internal Partner Engagement:

• Identify appropriate customer contacts to obtain payment or identify and resolve issues

• Proactively make regular contact with customers via phone, fax or email

• Respond and follow up promptly on customer requests or issues

• Build and maintain internal HP (sales, credit, order management, etc.) and external customer relationships

• Learn customer infrastructure, processes and escalation contacts as needed to enhance customer experience, obtain payments, identify and resolve issues

• Understand the customers’ business and organizational structure at a high level, potentially across countries and region

• Document all collections activities and key customer payment behaviour details in designated system/local files following standard commenting procedures


Escalations and Internal Collaboration:

• Escalate issues following standard processes to C&C resources, internal partners or customer contacts exercising independent judgment and building positive relationships :

o Identify disputed items and assign to appropriate owners, escalating to drive resolution as needed

o Identify, investigate and escalate “at risk” customers and disputes, making recommendations on reserve or write off decisions

o Identify, investigate, and obtain appropriate approvals for refunds, write-offs and offsets as per policy and process


Planning and Governance:

• Forecast month-end/quarter end aging results for assigned portfolio.

• Participate in all governance related activities at team, region and global level to identify specific actions and provide regular status updates.

• Exercise independent judgment in compliance with C&C policies and processes, audit standards, SOX standards and other regulatory requirements

• Provide reports, analysis or other information as requested


Development Activities:

• Complete required training scheduled by HP and/or C&C management in a timely manner

• Lead or participate in projects at team, region or global level as assigned.

• Act as a subject matter expert in collections systems and processes

• Identify and escalate process or system improvement opportunities