Collections sr. analystZendesk

Job Description
Who we're looking for
Zendesk is seeking collaborative and detail oriented Collections Sr. Analysts to help handle our global customer accounts. The ideal candidate will have the ability to work as part of a team, be a quick learner, motivated and enjoy working in a constantly evolving environment. An expert collection professional with a full understanding of an area of specialization; key accounts/hyper care account management; resolves a wide range of issues in creative ways.
What you'll be doing
Perform the role of point of contact for all customer accounts with complex issues and disputes.
Handles the complex, hypercare and high risk customers portfolio daily via AR Aging report.
Responsible for performing complex reconciliations, coordinating and resolving customer's disputes and issues.
Conducts quality controls and operational audit work. Prepare Root-Cause-Analysis and recommend corrective and preventive actions.
Review escalated and 120+ days past due accounts.
Communicates the resolution with the customer via call, emails and tickets based on Collection Policy and guidelines of the Company.
Work with Sales, Legal, Finance Ops, Renewals and other internal workforce to ensure accurate coordination and critical issue is addressed on the account and/or resolve billing issues which has a direct impact to collection process
Performs house-keeping to ensure completeness and accuracy of Collections recurring tasks.
Drives Process Improvements and Playbook updates, changes and revisions.
Process Suspension, Cancellation, Write-off and Reactivation.
Drives the achievement of SLAs and creation of production plans to ensure business continuity.
Bring up Operations or Process issues to the Leadership team first for proper handling and alignment before calling out to the Stakeholders.
Conducts and deploys training/mentor to members of the team.
What you bring to the role
At least 5+ years of relevant Collection & Billing work experience with proven track record in collecting and resolving high dollar, sophisticated and problematic accounts. Experience in a Computer Software company is preferred.
Advanced Excel skills and experience in enterprise accounting systems.
Diligent, able to proactively identify and resolve issues, follow through, and work under limited supervision.
Willingness to work on a shifting work (Graveyard shifts) schedule and can work extended hours as needed.
What you can expect
Competitive Salary
Attractive Retirement Benefit
Medical and Life Insurance upon employment
20 days Annual Vacation Leaves
Flexible (Hybrid/ Remote) work environment with WFH equipments provided
Interested? Send your resume today, we are excited to hear from you!
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About Zendesk - Champions of Customer Service
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences - and we stick with it in our workplace. Over 6,000 employees worldwide have the flexibility and trust to choose where they work. The fact is, we know great work happens anywhere. Whether you're collaborating from your home office, a Zendesk workspace, or the kitchen table, you're part of one team at Zendesk.
Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please .
For jobs in the US only: If hired, you will be required to provide proof of full vaccination against COVID-19 and will be provided with an opportunity to request an accommodation for reasons recognized by applicable law. This is a requirement of employment for jobs based in the United States.
For jobs in Australia, Brazil, Canada, the Philippines and Singapore: If hired and required to work in office or in person with others as part of your job, you will be required to provide proof of full vaccination against COVID-19. Zendesk will consider exceptions for reasons recognized by applicable law. This is a requirement of employment for jobs based in Australia, Brazil, Canada, the Philippines and Singapore.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to with your specific accommodation request.
By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk's use of your personal information.
Zendesk

Manila City, Metro Manila
Permanent
Full-time