Get to Know our Team:

The Collections function within the Collections and Operations team is responsible for managing overcharge collections from hotel partners related to payments issued to them. As the team continues to expand, we are looking for a Collections Senior Analyst to join our dynamic in-house team. This role will provide an opportunity to work alongside a diverse group of professionals, contributing to the growth and success of the team. Based in Bangkok, Thailand, the position offers the chance to collaborate with colleagues across different functions and help drive operational excellence. The Overcharge Collections team plays a vital role in ensuring smooth financial operations and building strong relationships with hotel partners, making this an exciting opportunity to be part of a growing and impactful team.

The Opportunity:

As a Collections Senior Analyst, you would be working closely with our hotel partners to ensure collection of overcharged payments owed to Agoda. This will be an Individual contributor role and you will also get the opportunity to work in close coordination with different stakeholders across Agoda. Additionally, you will also contribute and improve operational and collection efficiency in your respective domain, collaborate with internal stakeholders to implement value add ideas into practice. You will also get a chance to work on other important projects being run within the team.

In this role, you'll be required to:

• Work on a assigned portfolio and achieve monthly collection and outreach targets
• Effectively manage a high volume of email transactions, that would require actively resolving disputes, ensuring submission of overcharge invoices to properties, and pushing them to clear the overcharge balances within specific deadlines.
• Investigate cases of overcharges and reach out to hotel partners through email and phone calls to request prompt refunds and prevent chargebacks.
• Review and reconcile client discrepancies, ensuring accurate charges are applied on system
• Collaborate with internal stakeholders to verify invoicing and billing accuracy, addressing overcharges to maintain financial integrity.
• Demonstrate strong analytical skills to assess data, identify root causes, and promptly raise it with relevant stakeholders for resolution
• Adapt quickly to new software applications through documentation, hands-on practice, and continuous learning.
• Possess excellent communication and negotiation skills, collaborating effectively where needed
• Approach challenges with a solution-oriented mindset, demonstrating determination and fostering innovation.
• Take initiative and devise innovative solutions to enhance collection rates.
• Assist with operational activities within the team, including but not limited to report preparation, data submissions, etc.

What you'll Need to Succeed

• Minimum 5 years of experience in B2B debt collection with strong emphasis on timely dispute resolution
• Good analytical skills, outstanding problem-solving abilities, and excellent communication skills.
• Proficient in Microsoft excel & ability to adapt to new software applications as needed.
• Must be confident, proactive and take ownership.
• Organized and detailed oriented.
• Ability to work efficiently & independently, and to adapt to a fast-paced working environment.
• Basic knowledge of SQL for data querying and analysis is an added advantage.