About the Role

The B2B Collection Analyst is responsible for supporting in the collection of outstanding payments from Enterprise B2B accounts. In addition, the B2B Collection Analyst is responsible for other aspects of collections, such as escalating customer issues regarding collection and conducting analysis on debt collection, account reconciliation and payment processing.

Responsibilities:

• Contact customers via phone or email to initiate collections efforts for outstanding accounts and negotiate payment agreements

  • Escalate any customer issues or complaints regarding billing or collection to the enterprise collection department manager

  • Escalate customer credit issues to the enterprise collection department manager

  • Monitor assigned enterprise accounts and impending payments due and register whether these have been received

  • Support in identification of outstanding account receivables and overdue accounts

  • Investigate and record discrepancies between customer records and billing systems

  • Investigate historical data for debts and bills

  • Process payments and refunds and update account status records

  • Prepare reports on collection activities and progress based on established KPIs

  • Perform disconnections as per the policy and monitor auto-reconnection on payment

  • Suggest policies and procedures top optimize collection efforts within Zain B2B

  • Perform all the above-mentioned roles and responsibilities in compliance to the Information Security Management System (ISMS) policies and report any information/physical security breaches or incidents to the supervisor/manager immediately

  • Be aware of, and adhere to, all environmental requirements as set by the statutory bodies in Kuwait, or by the published policies of Zain Group/Kuwait

  • Zain abides by fulfilling the occupational health and safety certificate requirements that establishes and maintains an OH&S management system that eliminate hazards and minimizes OH&S risks (including system deficiencies), take advantage of OH&S opportunities and addresses OH&S management system nonconformities associated with its activities.

What We Need From You

Skills:

• Ability to communicate, present and influence all levels of the organization

  • Proven experience as a Collection Specialist or similar role

  • Excellent knowledge of billing procedures

  • Knowledge of various collection techniques

  • Comfortable working with targets

  • Knowledge of collection laws and regulations in Kuwait

  • Strong quantitative, analytical reasoning and modelling abilities

  • Strong problem-solving skills and ability to identify and frame key issues

  • Excellent relationship building skills with customers

  • Ability to analyze a situation and produce creative, original and useful solutions

  • Experience designing KPIs, reports, dashboards

  • Strong understanding of telecommunications products, trends and technology markets

  • Advanced MS Office skills (Excel, Word, PowerPoint, etc.)

To be considered for the position, you will need to meet with all of the below requirements:

• Bachelor’s Degree required: Business, Accounting &Marketing or a related field.

• 0-3 years’ experience in a related field.