Comcast brings together the best in media and technology. We drive innovation to create the world’s best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for supporting the operations of collection vendors by completing business continuity tasks, responding to escalations, ensuring timely data exchange, reviewing collections vendor performance data, holding vendor accountable for action plans and completing regular quality control checks of vendor performance. Main point of contact for a minimum of one vendor, but often more, depending on the size of the vendor market share. Provides continuous feedback on vendor performance, quality review of customer interactions, auditing invoices, and being an advocate for change if the vendor is not performing to business expectations. Works with moderate supervision/guidance. Is accountable for individual results and impact on team.

Job Description

Core Responsibilities

• Complete supporting tasks including, but not limited to, adjustment processing for settlements, equipment audits and research, and other similar administrative tasks.
• Audit vendor invoicing, including customer payments and equipment recovery to ensure expense accuracy.
• Contribute feedback in calibration discussions, will included listening to calls and auditing accounts.
• Research disputes and/or escalations arising from vendor activity and bring them to resolution.
• Exhibit proficient knowledge of collections manual, policy and contract compliance to ensure vendor adherence.
• Create daily/weekly/monthly scorecards and perform analysis of vendor performance.
• Utilize strong communication skills to develop and deliver presentations regarding vendor performance to leadership as well as providing updates via multiple communication methods.
• Distribute and ensure vendor completion of quarterly detailed business reviews for each vendor, which includes strategy changes and resolution of performance issues.
• Hold vendor accountable for achieving monthly performance, operational and financial targets through monthly or as needed conference calls that include probing questions on performance, action plans, strategy development, and potential difficult conversations with senior leaders at each organization.
• Act as liaison between vendor and company internal operations for troubleshooting of internal systems and identifying training and education needs.  Provide training and education as needed.
• Utilize proficient knowledge of the collections timeline to ensure appropriate decision making.
• Demonstrate a high degree of professionalism, integrity, and ethical behavior, including by maintaining the confidentiality of sensitive employee, customer, and/or business data.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what’s right for each other, our customers, investors and our communities.