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Willis Towers Watson

APAC Collections Analyst

The Role

As you will be responsible for our client base, a very high standard of verbal and written English is essential for this role. You will interact with clients as needed and work to continuously improve our collections processes.

Performance Objectives:


  • Use a combination of communication tools, primarily telephone and e-mail, to contact clients to discuss outstanding debt issues
  • Utilizing a combination of defined processes, case history and judgement, make decisions on next course of action, on a client by client basis
  • Record accurate records of client communications within Oracle Advanced Collections system
  • Investigate and resolve occurrences of unallocated cash


  • Achieve a variety of targets, based upon qualitative and quantitative measures
  • Continually re-prioritize an ever changing workload, ensuring activity is focused towards achieving a variety of targets
  • Escalate any issues affecting the recovery of monies in a timely manner, either internally through Global Finance Services Management or with the business, as required
  • Ensure tasks are performed in accordance with Service Level Agreement objectives
  • Contribute ideas and actions towards the continuous improvement of processes within area of influence
  • Understand and apply Willis Towers Watson’s Billing processes, policies, procedures and internal control standards


  • Liaise with Client Financial Management Manager and Collections Analysts regularly regarding all aspects of collection activity performance
  • Interface with other Global Finance Services associates to ensure compliance with cross-team responsibilities
  • Work effectively within the team dynamics

The Requirements

  • Experience working in a business to business Collections / Credit Control environment
  • Experience of working in an environment communicating with English speaking clients
  • Strong fluency in written and in particular spoken English
  • Ability to articulate and communicate professionally is essential
  • Strong customer service skills / ability to communicate professionally through a variety of channels (e.g. telephone, e-mail)
  • Ability to work well under pressure and meet ever changing deadlines and stretching targets
  • Adaptable, able to learn new processes, concepts, and skills
  • Ability to interpret and analyze financial data
  • Ability to professionally handle and resolve, exceptions and disputes.
  • Strong knowledge of MS Excel
  • Willing to work on APAC/Day-shift
Willis Towers Watson is an equal opportunity employer

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