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Customer Care Specialist
ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
The Opportunity
ECI has an exciting opportunity for a Customer Care Collection Specialist who will be actively engaged with the regular issuance and collection of monthly invoices for ECI customers and serve as the primary point of contact for all general customer and internal billing inquiries. In this role, you will be part of a growing team of specialists who are regularly assigned to specific customers and serve as the primary ECI interface for all issues related to ECI invoicing.
This is a hybrid role with a preference for candidates based in Manchester. Workhours are between 9am and 5pm in UK (optionality within). Leeway to work from remote up to 3 days per week.
What You Will Do
- Action inbound inquiries from customers related to invoicing questions and is confident to resolve via email and phone.
- Manage a book of collections alongside active invoicing practices.
- Gain a thorough understanding of company billing processes and invoicing patterns (timelines, content, amounts).
- Actively look for process improvement opportunities.
- Confidently establishes billing casework and working queries on more complex billing issues.
- Engage with customers via written and telephone contact for the purpose of affirming and securing payment commitment, including advisements of suspensions/penalties for late payments.
- Active participant in team activities designed to simplify billing issues and accelerate resolutions.
- Follow all documented processes and procedures to provide efficient, timely and streamlined outcomes.
- With a bias for proactive action, provide timely response to customer requests with strong attention to detail, accuracy and efficiency.
- Documents updates and resolution to active escalations to provide visibility and status.
- Has an aptitude for critical thinking and performs research when appropriate as a part of root cause analysis.
- Confidently handle large amounts of data and provides meaningful analysis.
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Who You Are
- Highly confident in dialoguing with customers of differing dispositions in reliably professional ways.
- Familiarity with accessing billing records via multiple systems, to engage customers in real-time dialogue.
- Experience with Great Plains, YayPay, ServiceNow, Salesforce or like systems. Training to be provided upon hiring!
- Working knowledge of Microsoft Excel & other MS Office programs.
- Familiarity with basic accounting/billing practices.
- Ability to prioritize and work within deadlines, whilst having an understanding of the wider impact of their work.
- Demonstrable experience in customer billing and collections processes (preferred).
- Basic understanding of financial reporting and account records management.
- Effective organizational skills and time management skills.
- Ability to organize own work whilst also working within broader timelines.
- Excellent communication skills, written and verbal with a desire to provide and ensure a superb client experience.
- Analytical skills, with a focus on problem-identification & problem-solving.
- Ability to think logically and strategically to create short-term and long-term plans.
- Motivated to become part of a newly established team.
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ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and so much more! If you believe you would be a great fit and are ready for your best job ever, we would like to hear from you!
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