Senior Collection Analyst

Overview:
As a **Senior Collection Analyst**, you will proactively work and support the invoice to cash process meaning that this position acts as the point of contact for all matters which relate to customer debt and billing.

**What you will do**:

- To execute all debt collection activity for an assigned portfolio of customers in a dedicated region. To act as the single point of contact to the customer for the resolution of any issues or complaints around invoice validation or content and for the understanding of the invoices billing
- To pro-actively contact customers regarding due payments and be responsible for prompt & accurate allocation of all customer payments received against outstanding invoices. To reconcile & agree disputes over SITA and customer invoice data. To carry out any required reconciliations of historical debts.
- To work collaboratively with other SITA teams to resolve issues affecting cash collection / revenue recognition or raise issues which may impact on customer satisfaction. In particular to ensure that any problems which impact billing (e.g. contract, service delivery, invoicing, or tax issues) are addressed promptly with the necessary parties to support resolution.
- To build relationships with customers to enable agreement of customer re-payment plans. To monitor and track progress on action plans. To manage process to suspend customer services in event of continued non-payment, in line with SITA's agreed disconnection procedure and in accordance with SITA Credit Control Escalation Policy.
- To address customer satisfaction issues in the billing and payment areas. To undertake, when necessary, any training with customers on SITA's invoices, payment best practices, and any other billing content and tools. Responsible to develop action plans after customers' surveys (e.g. CFF feedback on billing) or complaints (including escalations to Corporate level, e.g. Orange or Red Alerts).
- To keep data up-to-date for the production of any debt, billing or customer satisfaction reports. To participate, when required, to any regional cash or billing calls or meetings.

Qualifications:
**Who you are**:

- Prior 3+ years in billing debt collection or customer service.
- Bachelor’s Degree
- International Debt collection or Customer Billing experience is an advantage.
- Fluent in English and Portuguese
- Advanced user of MS Excel to manipulate & consolidate debtor or billing data.
- Knowledge of SAP Business Objects reporting
- Strong Communications and relationship management skills and able to work across culturally diverse team.

**What we offer**
SITA’s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.

**Welcome to SITA**
We design, build and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?