Senior Associate OTC (Alajuela, Costa Rica)

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.    

Senior Associate OTC will be handling multiple and hard delinquent accounts (distributors and sensitive high dollar amount accounts). The handling of sensitive accounts requires of a high level of expertise, which demands of the utmost account knowledge and manage and effective, precise and concise way to express themselves written and verbal.

Senior Collectors are responsible of performing collection activities associated with various delinquent accounts, including reviewing delinquent accounts, determining probable reasons for account status, and contacting members to resolve the delinquencies. Responsible for monitoring and maintaining assigned accounts including customer calls, account adjustments, customer account reconciliations and disputes.

Work closely with sales, customer service, and other departments for overall customer satisfaction. Work with customer service and billing department to resolve any billing related disputes or issues such as but not limited to incorrect invoice amount, price discrepancies, payment terms dates, Invalid PO's, product questions, etc. Collectors are to keep accurate and current notes on accounts, as well as documentation for any collections action taken.

Determine and recommend accounts for suspension and provide history and details.

Work closely with the Supervisor to determine accounts sent to collections agency; provide backup, as needed.

Continually evaluating process and looking for opportunities to improve & find efficiencies.

What will you be doing? 

• Perform related activities for debt recovery such as:

• Placing phone calls

• Negotiating on overdue balances

• Taking payments over the phone (when applicable)

• Sending invoice copies, SOAs, CMs, PODs, Packing Slips,  Case Sheet, Checks copies, Order Summary

• Statement of Account Reconciliation ( Unapplied cash, offsets, rebates)

• Hold meetings with sales rep and/or customers

• Submitting customer disputes, following up on resolution and providing answers to customer

• Take inbound calls

• Perform other related duties such as follow up on specific - targeted collection strategies, write off, refunds, order released related matters including prepayments, unapplied cash follow up, master data updates, handle sales reps request.

• Perform administrative duties (Attend / Participate of Weekly huddles, Finance and GBS Town Halls - upon management request -, One on One Sessions and Team Meetings

This position is a (P1) level

What will you need to be successful?

Education: Bachelor Degree in Accounting, Finance, or Business or currently studying.

Experience: Minimum of 3 years experience in collections business to business (OTC)

Language: Fluent spoken and written in English.

Physical Demands: Ability to work in an office environment and operate a computer for extended periods of time. 

You. Unlimited

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. 

Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/ 

• Your future:  stock purchase program, referral bonus, subsidy in transport and food, recognition program.

• Work/Life Balance: Extra days off, birthday off, voluntary hours.

• Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave. 

• Flexibility: Hybrid work model (for more professional roles), flexible schedules.

• Training: Training program, unlimited learning.

• Extra perks: employees association, and more…

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