At T-Mobile USA, Inc. in Overland Park, Kansas, United States.
Job Description
Be unstoppable with us!
T-Mobile is synonymous with innovation—and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond.
Reporting to the Sr Manager, Accounts Receivable & Collections, the Manager, Collections will work within the Order to Cash (OTC) team to assist in implementing new areas within the Finance, Procurement & Supply Chain (FP&SC) Magenta Services group to develop continuous process improvements, procedure documentation, and reports to achieve industry standard methodologies.
This position will lead and be responsible for:
- A team of analysts performing collections related work including disputes and deductions, doubtful receivables processes, and operational reporting.
- All support functions and account receivable management.
The Manager works with the Sr Analysts/Analysts to receive information and then lead any disputes and escalations with the identified groups.
This role is expected to optimally communicate with senior leadership and participate at a senior leadership level within the department, as well as develop and maintain partnerships with business leaders and their teams to resolve any billing disputes, provide reconciliations on accounts, implement payment arrangements, and manage escalations.
Job Responsibilities:
- Provides coaching and management to onsite OBU Team to get results.
- Provides customer satisfaction through effective coaching and resolution of customer inquiries and billing disputes.
- Approves escalations and payment arrangements.
- Appropriately disburses adjustments and account credits in accordance with T-Mobile policy.
- Builds trusted, reciprocal relationships with all levels of leadership and support teams. Facilitates effective and encouraging team relationships. Resolves operational and interdepartmental problems quickly.
- Communicates business strategies and results to team, empowering them to resolve customer issues.
- Provides timely feedback to the management team on customer trends, issues, and needs.
- Ensures quality and volume KPIs are maintained, team training and department documentation are adequate and current.
- Leads projects for the OTC team, ensuring coordination with other teams, timely completion, and prioritization.
- Responsible for other duties/projects as assigned by business management as needed.
Education:
Bachelor's Degree (Required)
Work Experience:
- 2-4 years People Management
- 4-7 years Customer Service
- 4-7 years Accounts Receivable
Knowledge, Skills and Abilities:
- Strong Verbal & Written Communication (Required)
- Self-motivated, driven, results oriented
- Ability to develop relationships with cross-functional partners and internal stakeholders
- Strong presentation and reporting acumen
* At least 18 years of age
* Legally authorized to work in the United States
Benefits:
At T-Mobile, our benefits exemplify the spirit of One Team, Together! We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to paid 12 holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short and long term disability, voluntary AD&D coverage.
EOE Statement
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law.
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