Collections Analyst

CIS Collection Analyst

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Job Description:

CIS Collection Analyst - Grade 9 (US Collection) Pune

Flexible/rotational shifts (5 days’ working)

Summary:

Collections Analyst will be responsible to assist customers in making payments on the site. Handle customer requests for copies of brokerage invoices and ensure timely delivery of required documentation. Respond to inquiries related to COD (Cash on Delivery) shipments and provide appropriate resolution or guidance. Connect customers with the appropriate Account Specialist for queries related to duties and/or taxes. Support customers with questions or concerns regarding their UPS Customs Brokerage invoices, including issues not related to duty or tax, ensuring a professional and efficient service experience.

Job duties and responsibilities:

Identifies and resolves basic and routine issues impacting payment

Overcomes customer objections concerning payments and assists them in understanding their account terms

Utilizes payment options and negotiates payment arrangements

Follows prescribed escalation procedures

Provides thorough, efficient, and accurate updates to customer and other stakeholder information using various software programs including UPS proprietary programs

Submits recommendations to write-off account balances

Keeping and improving customer relations

Prepare & publish reports to senior management as required

Carry out exceptional coordination with various departments to ensure great customer experience

Knowledge and Skills:

Strong verbal and written communication skills, with the ability to effectively and professionally present information and respond to questions

Excellent analytical and problem resolution skills

Desire to work in a position requiring extensive phone and email communication

Ability to work in a highly measured, fast-paced, production environment

Working knowledge of MS Office

Bachelor’s degree

Prior inbound/outbound calling experience - preferred

Comfortable to work in any shift timings as per process requirements

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Experience Level

Mid Level