The OTC Analyst will be responsible for the delivery of OTC processes to the agreed timetable and Service Level Agreements, ensuring a seamless, efficient and customer focused experience. The role holder will contribute to the streamlining of processes within the function, suggesting better ways of performing tasks and ensuring targets are met on a monthly basis.
Requirements
- Liaise with key customers and stakeholders to collect cash in line with OTC processes
- Contribute to the streamlining of processes within the function, suggesting better ways of performing tasks
- Internal and external international fee credit and collections activities ensuring targets are met on a monthly basis
- Prepare communication files for allocated customers for review by Senior Analyst and Team Leader
- Actively participate in team meetings, huddles, etc. pertinent to work assignments and other business related activities as required
- Contribute, where required, to the collation of the relevant metrics in relation to team activities and drive improvement across the business
- Assist Team Leader & management team with the coordination of information & reporting as requested including data collation for Debt Committees and Director of Franchise Support/Brand Performance Support/Owner Relation meetings
- Provide input to the Team Leader and management in evaluating the effectiveness of processes and implement actions to streamline the processes and maximise efficiency
- Review aged debt and unallocated cash, suggesting actions to ensure any aged balance is appropriately explained with corrective action taken to resolve
- Provide input to the review and monitoring of SLAs / OLAs to ensure all agreed service delivery in accordance with agreement(s).
- Work with allocations and other functions to monitor and resolve queries and escalated items, ensuring the required payment cycles are maintained
- Complete all required monthly closing activities and as instructed by Team Leader
- Pursue all external and internal fee debt both by telephone and in writing
- Provide input to discussions on issuance of Pre Default notices and Notice of Defaultss
- Perform analysis & reconciliations of customer accounts as required to resolve allocation/payment/WHT variances
- Review & reconcile payment plans for accurate compliance status where required
- Escalate large debt amounts / past due accounts to Team Leader, Corporate Collections for discussion with leadership and relevant stakeholders – Brand Performance Support/Owner Relations/Legal/Directors of Franchise Support
- Engage with other location teams to obtain input to resolve disputes within agreed SLAs and maintain resolution documentation per Hilton standards
- Work with Team Leader to identify and propose any adjustments required, providing the relevant support documentation in line with control requirements
- Ensure the privacy and security of confidential information ensuring maintenance of records and documentation in line with Hilton standards
- Contribute to the completion of special initiatives as directed by the Team Leader Corporate Collections / OTC Leaders
- Research and respond to information requests from internal departments and management
- Serve as liaison for maintaining client relationships, resolving their concerns, and escalating to leadership if necessary
Benefits
- Competitive starting salary
- Holiday entitlement
- Go Hilton Team Member Travel Program
