Junior Collections Specialist with German

At HEINEKEN Kraków (HEINEKEN Global Shared Services) our success comes directly from our great people. We are a growing team of business experts in finance, accounting, data and technology ready to „WOW” the world with our expertise, passion and pride to be GREEN. We act on our values of Passion for consumers & customers, Courage to dream & pioneer, Care for people & planet, Enjoyment of Life, always focused on being ourselves: inclusive, diverse, and open for new challenges.

Your responsibilities would include:

• Owns the Customer Ledger and is responsible for keeping it clear and meeting collection targets
• Acts as a Business Partner to OpCos (e.g. Cash/ Pre Legal Collectors, Sales, Customer Service,) in order to provide timely and accurate data and ensure effective collections and disputes management
• Manages customer relationship and ensure a high level of service is provided at all times
• Handles incoming and outgoing calls with customers
• Identifies held orders and takes appropriate actions to resolve them managing the credit limit exceeded process in accordance with credit policy
• Drives improvements, is customer oriented and uses language skills to liaise with local customers and understands their pain points
• Uses strong analytical and digital skills to create better insights, ensure disputes are resolved and prevented from repeating in future
• Demonstrates pro-activeness in improving customer satisfaction and reducing timelines for disputes resolution, facilitates the identification and resolution of any customer disputes
• Manages customers queries, solves and closes disputes and performs root cause analyses
• Work collaboratively with other HGSS teams to ensure effective delivery of collection and dispute processes and that standards are being followed
• Regularly updates the Team Leader about developments and progress of collection process and dispute resolution progress, opportunities and challenges
• Drives own personal development in Finance specific skills and business knowledge of implementing his/her development plan
• Ensures process controls, policies and compliance are adhered to and suggest any improvements as appropriate
• Maintains complete and up to date process documentation

You are a good candidate if you have: 

• English language level C1
• At least 1 year of experience in OTC Collection area
• Monitor the firm’s accounts receivable and identify overdue accounts.
• Contact customers with overdue accounts and attempt to either collect the overdue amount or negotiate a payment plan to collect it in installments.
• Maintain records of contacts and attempted contacts with delinquent account customers as well as records of any payments collected from the customer.
• Resolve customer issues and complaints concerning billing.
• Submit regular reports on the status of unpaid accounts and any repayment progress.
• Ability to work well with others, both internally and externally
• Strong attention to detail and ability to analyze and solve problems
• Great negotiating skills
• Great communication and problem-solving skills

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At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.