Collection Associate
Kraków Collection Associate
Kraków
NR REF.: 1091796
Founded in 1986, QVC (which stands for Quality, Value, Convenience) has an extraordinary 30 year track record of growth and success. Now with annual net revenues of US$8.7 billion, QVC has emerged as the world’s leading video and ecommerce retailer, with live TV broadcasts reaching more than 350 million homes worldwide. QVC’s customer-centric culture helps explain why over 90% of QVC’s annual revenues come from repeat customers – people who have come to know and trust us. And it’s a big reason QVC people are proud to work here.
Collection Associate
Responsibility Summary:
• Analyzing customer’s requests on 4 different areas: collection, EasyPay, payments and bankruptcy
• Reviewing customer behaviors and actions, checking transactions and making decision regarding payments (debit/refund) opening or closing accounts.
• Analyzing bankruptcy files, handling client bankruptcies & sharing information with collection agencies
• Checking if client accounts / orders are processed correctly (account statuses, shipment tracking, credit cards viability and authorization inquiries )
• Reviewing follow-up and adaption of past due installment plans
• Processing of written inquiries from external recovery agencies, including follow-up tasks to clear accounts/transactions and notification of account changes to the agencies
• Answering incoming customer inquiries in verbal and/or written form
• Requires confidentiality in dealing with personal information such as credit card numbers.
• Extensive training involved due a lot processes to cover on different areas.
Key Accountabilities:
• Background checks on clients, cases, orders, bankruptcies 50%
• Taking actions - creating debits, issuing refunds, closing/opening accounts, handling EasyPay 35%
• Commenting 15%
• Sharing information with collection agencies, other departments 5%.
All processed incoming inquiries from customers or external agencies have to be handled according to QVC standards and in line with market needs/requirements.
The Collection associate works independently making sound and justified decisions to limit/stop negative customer behaviors and their financial impact on the company. All activities and decisions should be aiming to reduce the cost intensiveness of handling customer account/inquiries.
Critical Skills/Knowledge:
• Ability to communicate in English
• Availability to work from 14.00 – 22.00
• Experience in Customer Service organizations
• Knowledge and understanding of dunning and collection processes and concepts
• Decision maker
• Focus on details
• Inventiveness / creative thinking
• Excellent written communication skills required to provide comments on accounts in a clear and concise manner for customer service to understand
• Ability to navigate quickly and multi task through systems and software
• Proficient with Microsoft Word/Excel
• Bachelor’s Degree (financial background preferred)
• Customer service experience is highly appreciated
• 1+ year of Customer Finance experience preferred
Just as we search the globe for unique products, we’re also searching for unique individuals to join our team. QVC offers a variety of career paths in Krakow, whether you are a recent university graduate, completing your studies, looking for the next step in your career or want to work flexible hours. With a wide range of exciting opportunities, there’s no better place to start or continue your career.
Kraków
NR REF.: 1091796
Founded in 1986, QVC (which stands for Quality, Value, Convenience) has an extraordinary 30 year track record of growth and success. Now with annual net revenues of US$8.7 billion, QVC has emerged as the world’s leading video and ecommerce retailer, with live TV broadcasts reaching more than 350 million homes worldwide. QVC’s customer-centric culture helps explain why over 90% of QVC’s annual revenues come from repeat customers – people who have come to know and trust us. And it’s a big reason QVC people are proud to work here.
Collection Associate
Responsibility Summary:
• Analyzing customer’s requests on 4 different areas: collection, EasyPay, payments and bankruptcy
• Reviewing customer behaviors and actions, checking transactions and making decision regarding payments (debit/refund) opening or closing accounts.
• Analyzing bankruptcy files, handling client bankruptcies & sharing information with collection agencies
• Checking if client accounts / orders are processed correctly (account statuses, shipment tracking, credit cards viability and authorization inquiries )
• Reviewing follow-up and adaption of past due installment plans
• Processing of written inquiries from external recovery agencies, including follow-up tasks to clear accounts/transactions and notification of account changes to the agencies
• Answering incoming customer inquiries in verbal and/or written form
• Requires confidentiality in dealing with personal information such as credit card numbers.
• Extensive training involved due a lot processes to cover on different areas.
Key Accountabilities:
• Background checks on clients, cases, orders, bankruptcies 50%
• Taking actions - creating debits, issuing refunds, closing/opening accounts, handling EasyPay 35%
• Commenting 15%
• Sharing information with collection agencies, other departments 5%.
All processed incoming inquiries from customers or external agencies have to be handled according to QVC standards and in line with market needs/requirements.
The Collection associate works independently making sound and justified decisions to limit/stop negative customer behaviors and their financial impact on the company. All activities and decisions should be aiming to reduce the cost intensiveness of handling customer account/inquiries.
Critical Skills/Knowledge:
• Ability to communicate in English
• Availability to work from 14.00 – 22.00
• Experience in Customer Service organizations
• Knowledge and understanding of dunning and collection processes and concepts
• Decision maker
• Focus on details
• Inventiveness / creative thinking
• Excellent written communication skills required to provide comments on accounts in a clear and concise manner for customer service to understand
• Ability to navigate quickly and multi task through systems and software
• Proficient with Microsoft Word/Excel
• Bachelor’s Degree (financial background preferred)
• Customer service experience is highly appreciated
• 1+ year of Customer Finance experience preferred
Just as we search the globe for unique products, we’re also searching for unique individuals to join our team. QVC offers a variety of career paths in Krakow, whether you are a recent university graduate, completing your studies, looking for the next step in your career or want to work flexible hours. With a wide range of exciting opportunities, there’s no better place to start or continue your career.
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