Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living. 

The Senior Associate OTC will be handling hard delinquent accounts for Canada and CSA (Central and South America). Manage collection issues, disputes, process and review account adjustments, and resolve client discrepancies. Responsible for monitoring and maintaining assigned accounts including customer calls, account adjustments, and customer account reconciliations. Accountable for reducing delinquency for assigned accounts. Work closely with sales, customer service, and other departments for overall customer satisfaction. Work with customer service and billing department to resolve any billing related disputes or issues such as, but not limited to incorrect invoice amount, price discrepancies, payment terms dates, Invalid PO's, product questions, etc. Determine and recommend accounts for suspension and provide history and details. Work closely with Team Manager to determine accounts sent to collections agency; provide backup, as needed. Continually evaluate process and looking for opportunities to improve & find efficiencies.

What will you be doing?

• Manage multiple customer accounts for delinquency and debt collection efforts, conduct custom collections strategy on each client that consist of emails, phone calls and standard mail correspondence. Reconcile statements of accounts, set collections meeting with customers and internal partners to reconcile and review statements and past due balance.
• Coordinating customer’s disputes with the relevant departments for dispute resolutions.
• Received inbound calls daily on the accounts.
• Assists other collectors with difficult or complex accounts and situations, utilizing technical knowledge of collections and procedural or legal guidelines.
• Other duties related to their role.

What will you need to be successful?

Education:

Bachelor Degree in Accounting, Finance, Business Administration or equivalent experience.

Experience:

At least 3 years' experience in collections business to business (OTC)

Languages:

Fluent in English is required, French is (desired)

Knowledge:

• Microsoft Office, MS Excel, MS Outlook, MS Teams, Get Paid/SAP, QAD
• Financial Control and Compliance
• Month end collections activities.
• Strong negotiation skills, ability to recommend and negotiate payment arrangements.
• Credit Card Transactions.
• Operational Excellence
• Continuous Improvement.
• Time Management.

Competences:

• Excellent communication skills - express ideas effectively using oral, written, as well as listening skills to gain understanding. The ability to deliver information in person, in writing, and in a digital world.
• Customer Service focus - need to be empathetic, professional, and positive people in the business, but they also must be able to communicate well with customers.
• Ability to understand and discuss financial difficulties.
• Demonstrated ability to work in a fast-paced environment and Strong negotiation skills.
• Display team leadership, be an individual goal achiever but also understand, contribute to and be an advocate of the overall team goal, be adaptable to change, lead peers by example, be dependable, etc.
• Teamwork - The ability to get your point across, and truly understand what other people want to tell you
• Communication
• Express ideas effectively using oral, written, as well as listening skills to gain understanding.
• A strong tea Established and maintained a positive relationship with customer account.
• Established and maintained a positive relationship with customer accounts.

Leadership

• Works well under pressure and in a deadline orientated environment.
• Models a wining behavior and positive attitude despite of any obstacles.

Builds Relationships

• Actively seeks to develop strong relationships across the unit and with other departments.
• Impact and Influence
• Applies effective questioning, communication and influencing skills to share insights, commit stakeholders to action and promote a culture of continuous improvement.

You. Unlimited

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. 

Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/ 

Your future:  stock purchase program, referral bonus, subsidy in transport and food, recognition program.

Work/Life Balance: Extra days off, birthday off, voluntary hours.

Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave. 

Flexibility: Hybrid work model (for more professional roles), flexible schedules.

Training: Training program, unlimited learning.

Extra perks: employees association, and more…

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