Collections Specialist

Main purpose of the role

• Responsible for a portfolio of customers with invalid claims and/or overdue invoices for which payment needs to be obtained
• Lead a team of two Collections Executives and work closely with Back Office, offering guidance on required actions and support with complex customer queries to aid in timely repayments
• High levels of collaboration amongst various internal and external stakeholders
• Expectation of root cause analysis to understand and improve customer behaviours

How you will contribute

• Hold weekly ledger reviews with Collections Executives to review outstanding debt, offering guidance and support to resolve complex queries
• Support Collections Executives with customer contact escalations, this will involve customer phone calls, emails and on occasions face to face to recover monies owed
• Conduct Overdues/Invalids meetings with Commercial
• Conduct daily and ad-hoc Overdues meetings with the Back Office, guide and support in driving actions to ensure timely customer payments are received
• Arrange ad-hoc meetings with key stakeholders to ensure required actions have been completed ahead of communications to the customer
• Assist / co-ordinate in the prompt resolution of customer queries during the collections cycle
• Undertake analysis of Root Cause Code in the Dispute Management System (DMS) to recognise common issues / trends
• Liaise with internal stakeholders to drive a reduction in future claims based on Root Cause findings
• Identify potential customer risks / behaviours and elevate to Credit Risk Analyst
• Ensure Collections Executive is adhering to defined SLAs within the collection process, and maintaining DMS Dispute Case data daily (“Housekeeping”). If not, identify root cause and take actions to resolve
• Increase capability/upskill the Collections Executive through training, mentoring and coaching
• Adopt a Customer Service-Orientated approach to build and maintain positive relationships with customers and internal stakeholders

What you will bring

• Credit control experience preferred
• Expert in financial / ledger analysis
• High-level SAP competence
• Experience in a fast-moving consumer goods or consumer packaged goods company
• Proficient organisational, prioritisation and time management skills
• Strong numerical, analytical and logical reasoning skills
• Experience of working within a customer facing role
• Experience in an Order to Cash environment
• Advanced knowledge of MS Office Applications, particularly Excel
• Able to identify and remove barriers to enable team success
• Ability to coach and lead others
• Effective Business Partnering
• Conflict and Relationship Management

More about this role

Secondment until 31/12/2026

Relocation Support Available?

No Relocation support available

Job Type

• Temporary (Fixed Term)
• Credit & Collections Management (BTC)
• Customer Service & Logistics

Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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