Originations

HCLTech
is a global technology company, home to 219,000+ people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

Our purpose is to bring together the best of technology and our people to supercharge progress. We're supercharging progress for everyone, everywhere – our clients, partners and their stakeholders, our people, communities, and the planet.

Job purpose

As member of Order to Cash department, the position holder will actively participate in Account receivables activities aiming to ensure efficient and effective process of:

• Contract set up reflecting the correct and agreed contract attributes
• Proper customer identification
• Accurate billing activity
• Dispute management and Customer care
• Cash collection and aged debt coverage

The position holder's main tasks & activities will be in the area of Originations, as Order-to-cash processes are very interdependent, proper and accurate actions and follow-ups will have an impact in all the above-mentioned areas.

Role specific requirement

• Manage the resolution of Partner/ Customer queries received in mailbox, Query Management System, CVG within corporate guidelines and procedures.
• Demonstrate the ability to react professionally in disputed or heated situations providing solutions that not only meet with Partner/ Customer satisfaction, but also make Partners/Customers feel valued
• Maintain full coverage of the assigned portfolio using various communication methods (mailbox, query management system, CVG, outbound/inbound calls)
• Permanent account management, analysis on received requests and strategy application to ensure all requests are handled as per their importance, priority and SLA.
• Ensure track of received requests in the systems where applicable
• Ensure proper follow up of the requests till resolution of the issue
• Ensure all approvals as per the established Approval matrix are gathered before cancellation of a billing item in the ERP systems.
• Ensure all contract changes/ meter readings update are properly documented and executed in the ERP systems as per the established processes.
• Ensure a feedback is provided to Partner/ Customer about all received requests
• If applicable initiate refund requests upon customer's request or after dispute resolution, as per the established process and internal controls
• Provide support to cash collectors for the reconciliation of aged debt (ex. rejected queries, high value invoices)
• Perform all billing related activities accurately as per the established processes
• Perform all ad hoc query activities on accurate and timely manner
• Ensure Partner compliance with Portal functionality where available

Cash collection

• Secure complete customer account management, in depth analysis of unpaid debt and strategy application to ensure all ledgers are kept clean, accurate and reconciled (apply corrective measures if necessary)
• Ensure full coverage of the assigned portfolio through collection of all accounts using various collections methods and communication channels. Position holder needs to prioritize direct customer communication via outbound/inbound calls.
• Properly document all performed actions as per agreed process and archive evidences in the ERPs and tools used within the team
• Following deployed collection guidance and strategy, ensure proper follow up and prioritization of all accounts and customer requests
• Ensure all collection strategy steps are completed on accurate and timely manner
• Based on collection strategy and/or customer specifics ensure dunning process is applied on time by sending the appropriate dunning letters to customer and where needed pre legal process to be initiated by collecting/preparing all required support documentation.
• Ensure all payment plan requests are approved as per process, properly documented, tracked in the systems and followed up

In addition of the Query role will also have following tasks:

• Timely distribution of received requests through various channels
• Keep track of all received requests in the respective system, ensure classification as per internal requirements and follow up to closure
• Analysis of received emails and prioritization to ensure all requests are handled as per their importance and SLA impact
• Manage the resolution of Partner/ Customer requests received via email within corporate guidelines and procedures
• Handle autonomously customer queries as per internal guidance, reason codes and business needs received through various channels (mail, query system, internal sources, phones, etc)
• Ensure feedback is provided to Partner/ Customer about all received requests
• Escalate in a timely and professional manner all issues that prevent the completion of tasks and achievement of SLAs
• Ensure compliance with work instructions and corporate guidelines encompassing in particular ethical and financial rules
• Provide analysis on most common query reasons and suggestions to address and reduce their frequency and impacts
• Prepare report on customer requests as per business needs
• Take part when necessary in customer satisfaction surveys

Success criteria for the role

• Timely tasks/activity completion
• High Quality ensured in the performed activities and tasks assessed as part of quality checks performed by the management team
• Consistent achievement of Team and/or individual operational targets communicated by management team. Properly documented gap analysis in case of misses.
• Self-motivated and willing to learn new skills
• Ability to work on own initiative
• Ability to react professionally in disputed or heated situations providing solutions that not only meet with Partner/ Customer satisfaction, but also make Partners/Customers feel valued
• Strong organisational skills
• Collaborate and communicate effectively with all levels and departments involved in the process

Why Us?

• We are investing in your growth, offering learning and career development opportunities at every level to help you find your spark;
• We offer a virtual-first work environment, promoting a good work-life balance and real flexibility;
• Our company is extremely diverse with representation of 165 nationalities;
• We offer the opportunity to work with colleagues across the globe;
• We offer comprehensive benefits for all employees;
• We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect.

What do we offer?

• 25 holiday days per year
• Hybrid and full remote contracts will receive 150 RON/month for home gas/electricity/broadband bills
• 786 RON monthly budget in Benefit Online Platform
• Life Insurance cover
• The employees working on bank holidays will be benefitting either of a paid day off in the next 30 days + 100% of the hourly base salary for that specific day OR 200% of the hourly base salary for that specific day.
• Reimbursement for eyeglasses – 25% reimbursed from the total cost, maximum to be reimbursed is 500 RON/year.
• Childbirth allowance of 6500 RON after 1 year in HCLTech.
• Internal trainings and certifications.

HCLTech is committed to protecting and securing the privacy and confidentiality of the Personal Data which it collects directly or indirectly from you when applying for a job at HCLTech either directly or through a third-party human resources agency. This notice (the "Notice") outlines and explains how HCL Technologies Limited including its subsidiaries, local employing entities, associates, and affiliated companies [collectively referred to as "HCLTech", "us," "our", or "we"] will process your Personal Data in accordance with applicable privacy legislation(s).