*Care Operations/Funding Administrator - Dell Financial Services

Job description

Reporting to the Operations Manager, the Care Operations/Funding Administrator will manage their portfolio of Dell Financial Services accounts, covering account queries, payment/collection activities and end of lease requirements.

You will be responsible for resolving customer queries and providing prompt, courteous and high quality service to customers, whilst at all times following DFS's policies and procedures. Clearly and concisely logs and tracks details of all queries and calls and maintains and updates customer database as required. Maximize first time resolution rate and overall customer experience.

You will manage inbound and outbound calls and queries within expected SLA's and are required to be fully aware of the main KPIs in place in DFS Care Operations in order to achieve business targets and will be the point of contact for any implementation of projects or the changes of laws that may impact their region. You will be key in identifying process gaps and proposing operational solutions for the portfolio in order to improve customer experience. Attend all meetings as required, including monthly results, accounts payable & receivable meetings. You will manage accounts payable suspense, including investigation and reporting on outstanding's. Develop and maintain strong relationships with other DFS, EMC and Dell departments (including the regional sales team) when needed. Participate in projects as required.

Key Responsibilities & Accountabilities

· Provide support and advice to customers for general queries, aged accounts payable/receivable and end of lease requests within defined SLA's and work to enhance DFS relationship with the customer.
· Review and update all reports relating to accounts payable/receivable and end of lease activities
· Interact with cross-functional groups to solve business and customer issues
· Maintain call service levels
· Focus on delivering a positive customer experience according to DFS standards.
· Liaising with other team to support the on boarding process of a new customer or product;
· Provide backup to colleagues and the Operations function as required
· Finalising settlements within designated DFS systems
· Support all internal auditing, localisation reviews, internal/external audit and quality check for your region
· Manage workflow for the region including document scanning, signing and post management

Customer Service related tasks:

· Manage all inbound calls and queries within expected SLA and ensure that all Service Cloud tickets are actioned within expected SLA.
· Maximize first time resolution rate and overall customer experience
· Ensure positive and satisfactory response to the customer and that the customer's expectations in terms of a response have been clearly set and are met.

End of Lease related tasks:

· Monitor lease expiry dates and follow up on EOL letters.
· Carry out pro-active EOL management negotiations with customers on options to return, extend or purchase at the end of lease term.
· Negotiate terms in relation to mid-term buy out quotes and early terminations with customers.
· Strictly adhere to corporate workflow process.
· Provide accurate feedback in relation to expected buyouts, renewals and returns to EOL Manager.

Accounts payable/receivable related tasks:

· Ownership and responsibility for the accounts payable/receivable activity on the Dell Financial Services portfolio.
· Ensure regular contact with customers by phone and email to secure immediate payment of arrears in accordance with DFS's collections process.
· Identify difficult and/or potential problem accounts for reference to Operations Manager for review.
· Ensure correct allocation of incoming payments according to customer remittances.
· Reconcile customer payment history when necessary.

Desired profile

Essential :

·  1- 3 years' experience in a finance related function
·  Excellent administration and organisational skills
·  Ability to work efficiently under pressure
·  Strong team player with ability to work on own initiative
·  Strong PC, numerical and mathematical skills
·  Good attention to detail
·  Excellent English language skills (both written and verbal)
·  Good sales focus

Desirable :

·  Tertiary Qualifications in a finance related field
·  Prior leasing experience
·  Experience with Salesforce, Infolease or other leasing systems