Job: Single Point of Contact (SPOC)

Jobing Description

Description:
- Single Point of Contact (SPOC) (00130989)

Job Description

Single Point of Contact (SPOC)-00130989

Description

Organization: Business Process Outsourcing

Location: Reno, NV

People within the Business Process Outsourcing (BPO) organization are responsible for the day-to-day provision of long-term outsourcing services to one or several clients. Typically, people in BPO are based permanently at a client location. BPO helps clients develop and deliver business process innovations with cutting-edge outsourcing services. These services transform enterprises and deliver high performance at lower costs. We offer a full array of business process outsourcing services founded on operational excellence and cost effectiveness.

Our BPO resources can expect to:

* Receive ongoing training to build and extend professional, technical and management skills in all areas
* Enjoy our comprehensive and generous benefits package

The Single Point of Contact (SPOC) serves as the primary contact for one or more off-shore collections teams when account disputes require escalations to client groups that are external to collections. The SPOC is a key role in achieving a high level of client satisfaction. Examples of client groups include VAMs, Sales, and Operations. Primary tasks are to ensure that escalations are logged, to assess and coordinate next steps with a support staff who reports to the SPOC. The SPOC is also the point of contact for the client for issues and communications that need to be addressed with the offshore collections team. The SPOC will produce reports and perform portfolio analysis.

Responsibilities/Authorities

* Escalations, managing of issues of large/complex accounts
* Coordinates referral of escalations and follow up with Dispute Analyst/Credit Manager in order to resolve the dispute.
* Validates issues prior escalation to the client
* Is responsible for managing issues for large/complex accounts
* Is a first escalation point on collection issues
* Is a Point of contact for client on escalation and reconciliation issues
* Monitors resolution of account reconciliation issues
* Attends client facing calls regarding customers/Top 20 Meeting

Dispute Management

* Manage all disputes for credit and collections
* Facilitates meetings between client's departments and customers to assist in resolution.
* Communicate various rulings to customers and collectors
* Reviews accounts with the TL to ensure all escalations and disputes are identified
* Ensures that a dispute status log is maintained of all incoming disputes and escalations
* Assist in maintaining the Accounts Receivables portfolio and associated metrics by ensuring disputes are resolved on timely bases.
* Reviews revenue reversals, potential write-offs, refunds
* Processes settlements

Target setting, monitoring of collections results

* Participates on agreement on collections target with the client for both 60+debt and 0-60 debt
* Communicates the targets to collections team and identifies ways to reach them
* Analyzes collections reports, validates and communicates current collection status and gap to be addressed
* Assists with reporting requirements

Daily operational requirements

* Assist in the preparation of management reports in line with Client's and Accenture's requirements
* Attend client meetings to discuss debtor performance and address issues
* Be proactive and innovative with ideas to improve service / deliverables to the client
* Analyzes collections performance data

Qualifications

Basic Qualifications:

* Bachelors Degree or equivalent combination of education and collections experience
* A minimum of 2 years experience in a collector role
* A minimum of 2 years experience in complex accounts receivable, including billing, collections
* A minimum of 1 year MS Collect, MS Credit, and SAP experience

Professional Skill Requirements:

* Strong negotiation and conflict management skills
* Self starter and results oriented
* Superior reporting and analytical skills
* Excellent written and verbal communication skills
* Strong interpersonal skills

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.

We are an Equal Opportunity Employer.

Job
Industry Specific

Primary Location
USA-NV - Reno

Organization
Outsourcing for Accenture Clients (Services)

Schedule
Full-time

Job Level
Non-supervisory

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