Collections Specialist

Main purpose of the role

• Responsible for a portfolio of customers with invalid claims and/or overdue invoices for which payment needs to be obtained
• Lead a team of two Collections Executives and work closely with Back Office, offering guidance on required actions and support with complex customer queries to aid in timely repayments
• High levels of collaboration amongst various internal and external stakeholders
• Expectation of root cause analysis to understand and improve customer behaviours

• Hold weekly ledger reviews with Collections Executives to review outstanding debt, offering guidance and support to resolve complex queries
• Support Collections Executives with customer contact escalations, involving phone calls, emails and, on occasions, face-to-face interactions to recover monies owed
• Conduct Overdues/Invalids meetings with Commercial
• Conduct daily and ad‑hoc Overdues meetings with the Back Office, guiding and supporting action to ensure timely customer payments are received
• Arrange ad‑hoc meetings with key stakeholders to confirm required actions have been completed before customer communication
• Assist / coordinate in the prompt resolution of customer queries during the collections cycle
• Undertake analysis of Root Cause Code in the Dispute Management System (DMS) to recognise common issues and trends
• Liaise with internal stakeholders to drive a reduction in future claims based on Root Cause findings
• Identify potential customer risks/behaviours and elevate to Credit Risk Analyst
• Ensure Collections Executive adheres to defined SLAs within the collection process, maintaining DMS Dispute Case data daily (“Housekeeping”). Identify root cause and take action to resolve
• Increase capability/upskill Collections Executives through training, mentoring and coaching
• Adopt a customer‑service‑orientated approach to build and maintain positive relationships with customers and internal stakeholders

• Credit control experience preferred
• Expertise in financial / ledger analysis
• High‑level SAP competence
• Experience in a fast‑moving consumer‑goods or consumer‑packaged‑goods company
• Proficient organisational, prioritisation and time‑management skills
• Strong numerical, analytical and logical reasoning skills
• Experience working within a customer‑facing role
• Experience in an Order to Cash environment
• Advanced knowledge of MS Office applications, particularly Excel
• Able to identify and remove barriers to enable team success
• Ability to coach and lead others
• Effective business partnering
• Conflict and relationship management

• Secondment until 31/12/2026
• Job type:
  Temporary (Fixed Term)
• Credit & Collections Management (BTC) / Customer Service & Logistics
• No relocation support available

Mondelēz International is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.