Eft Claims Specialist

1 week ago

Durban, South Africa Unilever Full time

Job Title: EFT Specialist

Reports to: EFT Lead

Function / Sub-Function: Customer Operations / Order To Cash

Work Level: WL1C

Location: La Lucia

Background:
iOps is focused on transforming the way we work to create exceptional experiences across Unilever’s wider ecosystem encompassing markets, customers and Partners. Through leveraging connected technology, third-party Partner skills and expertise and reimagining our processes we will ultimately unlock growth and ensure a superior customer experience.

The EFT Specialist role sits within the Order To Cash Team which will work with our internal stakeholders and selected Partners, Capgemini and IBM, to deliver value across the collections and claims pillar. The team will focus on ensuring end to end processes, enabled by key technologies and ways of working across this eco-system to deliver better business outcomes.

Main purpose of job:
This role will work closely with the EFT Lead to simplify and harmonise claims resolution process where recurring issues/inefficiencies are identified & addressed. Focus on driving efficiencies with our business partners (Capgemini and IBM), and with customers, always ensuring collaboration.

Key accountabilities:

- Deliver workplan and targets through Capgemini and IBM, ensuring all deadlines are met for timely execution of payments
- Support Capgemini to investigate all unmatched claims and resolve within acceptable timeframes to avoid ageing.
- Collaborate with EFT Lead, customer and other internal stakeholders for timely dispute resolution.
- Ensure claims are approved and processed according to guidelines defined and where approval required, that it is according to Schedule of Authority.
- Ensure all transactions are audit compliant and approvals must be recorded for traceability.
- Monthly reporting to Customer Development Finance (CDF) Team on TTS accruals by customer (P&D Report)
- Collaborate with CDF Team on trend analysis to assess large buckets of spend.
- Assist EFT Lead with monthly recon review process and resolution of unresolved balance sheet hygiene issues (recipient account).
- Analyse customer behaviour, ways of working and assess whether they are compliant or not to Unilever standard operating procedures.
- Identify and report recurring issues (process, people, system and compliance). Recommend and/or implement process improvements or solutions.
- Roles & responsibilities may change based on line manager discretion.

Experience and qualifications required:

- Business acumen and customer centric mindset
- E2E function agnostic integrator (non-silo mentality)
- Demonstrable Agile mindset and capabilities
- Ability to drive change
- Strong personal accountability for delivery
- Ability to work effectively in both independent and diverse multi-task team environments.
- Experienced in working with virtual teams and driving performance across a diverse mixture of cultures.
- Strong English language skills written and spoken

Key interfaces:
The role will interface with the following key stakeholders amongst others:

- Collections & Claims Manager
- Customer Development Finance Team
- Finance Teams
- Selected Partners: Capgemini and IBM

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