Joyce Nieva Email & Phone Number

United States

Philippines

Responsible for delivering results based on collections strategy and engages at all levels internally and externally ensuring consistent achievement on large cash collection targets. Understands the O2C function and works well with their stakeholders and internal teams to drive high class AR function.Assist leader and peers in developing collections strategy and align credit assessment and risk practice in collections strategy;Accountable for leading a large team to deliver on best in class collection processes, including driving process automation and related practices, to meet/exceed cash collection targets;Implement quarterly cash targets and lessons learned processes to effectively deliver on departmental and corporate KPIs ;Accountable to ensure the ELT issues report delivers the right information to resolve account issues;Responsible for proactively partnering with Sr. Stakeholders to resolve large business account disputes requiring corporate support;Accountable for ensuring collections policy and standard operating procedures are maintained and updated to continually align to best-in-class collections strategy;Partner with the Billing, Sales, and other O2C stakeholders to drive best-in-class A/R practices;Partner with the reporting and analytics team to ensure standardized reporting and accurate analytics;Deliver on other projects and initiatives as assigned by your leader to support the A/R strategy.

Responsibilities: - Manage a team of collection specialist - Develop and maintain customer account relationships - Timely collection of account while maintaining excellent customer relationship and retention - Coordinate Sales in the resolution of building deputes - Follow-up on open issues with customer, including: - Researching and resolving past due invoices for payment - Maintaining promised check list - Alert management to collection issues - Input adjustments to customer accounts and maintain back-ups- Perform other tasks as needed

- Develop and maintain customer account relationships.- Perform timely collection of accounts while maintaining excellent customer relationships and retention- Coordinate sales in the resolution of billing disputes.- Follow-up on open issues with customer, including researching and resolving past due invoices for payment and maintaining promised check list.- Alert management to collection issues. Input adjustments to customer accounts and maintain back-ups.-Perform other tasks as needed.

- Supervise and manage Collection Agents- Monitor agents’ performances on the floor (productivity, competence, and quality standards)- Provide regular performance feedbacks to agents- Maintain effective communication within the team- Work with the agents to achieve development objectives and performance targets- Motivate, evaluate and follow through agents’ development as Collection Associate- Conduct performance appraisals - Support Team Manager in providing leadership, guidance, and support to the agents to ensure the creation of a positive work atmosphere and team spirit. - Address agent needs and concerns, performance and motivation issues, and conflicts.- Serve as mentor and coach to the agents on the floor and act as first point of escalation for client-specific issues.

- Collection and recovery of past due and charge off accounts- Locate and contact debtors to recover money owed. - Make arrangements for repayment, update payment records and advise debtors regarding action steps needed on their accounts- Use various operating tools such as Latitude, Touchstar & others to process various transactions like check by phone or credit card payments.- Accounts include Contingency account (those that are charged off and delinquent) and 1st and 3rd Party Collections

Bachelor Of Business Administration (Bba), Business Administration

Activities and Societies: UP Circle of Entrepreneurs

High School Diploma