Client Dispute Negotiation Executive – Targu Mures

Europe

June 2, 2022

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A leading travel business requires a dedicated person to investigate customer disputes to maximise cash collection and minimise loss to the WebBeds Group

To lead professional negotiations to resolve the disputes with internal and external partners in the company’s best interest.

Maintain a minimal level of outstanding debt due to customer disputes to agreed targets.

Develop and maintain existing commercial relationships with internal departments, suppliers and customers.

Support Management to develop efficient processes and control procedures to enhance productivity and query resolution SLA’s across WebBeds.

 

Job Title: Client Dispute Negotiation Executive

Department: Finance

Location (primary): Targu Mures

 

Key Responsibilities

  • Resolve disputed bookings from customers with the commercial and customer service teams promptly for all FIT booking platforms
  • To be a key point of escalation for the AR team, commercials team and customers to resolve disputed bookings, investigation and negotiations
  • Ensure accurate notes are filed on the booking platforms of the negotiation and approval sign off
  • Report pro-actively repeated error/mistakes made by various departments which result in a disputes issue arising with customers & Suppliers. Ensure issues are addressed in a timely manner, prevention from re-occurring
  • Highlight to senior management consistent issues driven by a single source such as booking platform issues as an example
  • Run weekly reports and raise credit notes where applicable.
  • Prepare data for proposed accounting adjustments due to disputes, with accountable back up for write off
  • Ensure response turnaround to internal and external partners is in compliance with departmental policy of 48 hours
  • Define and make suggestions for improvements to processes adopted by the finance teams and other departments across WebBeds to resolve disputes
  • Prepare dispute reporting for inclusion in the monthly Financial Control Pack and other analysis as required by the business
  • Support interim and year-end audit deliverables required from the department as required by FD and FTM
  • Complete any other tasks & projects as and when required by the Team Leader, FTM, FD & CFO

 

Level of Financial Responsibility

  • No budgetary responsibility
  • Sign off limits to be agreed for dispute resolution

 

Key Measures

  • Ensure disputes are resolved in a timely manner with minimal negative impact to cash collection or commercial relationships
  • 90+ days debt reduction targets are met
  • Highlight to senior management consistent issues driven by a single source such as booking platform issues
  • Help to ensure aged debt meets agreed targets in relation to ledgers, no material increase each month
  • Improve process efficiencies, reduce manual work
  • Improve and align policies and procedure across applicable departments – Customer Service, Partner Support, Customer Experience, AR, and AP

 

Essential Qualifications and Knowledge

  • Excellent negotiation skills
  • Ability to build and maintain strong relationships with Customer, Suppliers and Commercial Teams
  • Advanced Excel skills
  • Ability to work to strict deadlines and achieve required targets results

 

Essential Experience, Skills and Behavioural Requirements

  • Strong communication, interpersonal and client relationship management skills
  • Proactive and results driven, delivering on commitments

 

Desirable Qualifications and Knowledge

  • Knowledge of FIT platforms
  • Travel or e-commerce experience
  • Credit Control / Accounts Payable experience

 

Desirable Experience, Skills and Behavioural Requirements

  • Financial system reporting

 

Download:  Job Description – Client Dispute Negotiation Executive – Targu Mures

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