Dell Care Operations Analyst in Frenchs Forest, Australia
Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Care Operations Analyst on our Dell Financial Services team in Sydney .
Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.
As the Care Operations/Funding Analyst you will manage a portfolio of Dell Financial Services accounts, covering account queries, payment/collection activities and end of lease requirements. You will be responsible for resolving customer queries and providing prompt, courteous and high quality service to customers, whilst at all times following DFS’s policies and procedures.
Clearly and concisely logs and tracks details of all queries and calls and maintains and updates customer database as required and maximize first time resolution rate and overall customer experience. You will manage inbound and outbound calls and queries within expected SLA’s and also meet KPIs for DFS Care Operations. You will manage accounts payable suspense, including investigation and reporting on outstanding’s.
Provide support and advice to customers for general queries, aged accounts payable/receivable and end of lease requests within defined SLA’s and work to enhance DFS relationship with the customer
Review and update all reports relating to accounts payable/receivable and end of lease activities
Interact with cross-functional groups to solve business and customer issues
Maintain call service levels
Focus on delivering a positive customer experience according to DFS standards.
Liaising with other team to support the on boarding process of a new customer or product;
Support all internal auditing, localisation reviews, internal/external audit and quality checks for your region
Manage workflow for the region including document scanning, signing and post management
Provide backup to colleagues and the Operations function as required
Finalising settlements within designated DFS systems
Customer Service related tasks:
Manage all inbound calls and queries within expected SLA and ensure that all Service Cloud tickets are actioned within expected SLA.
Maximize first time resolution rate and overall customer experience
Ensure positive and satisfactory response to the customer and that the customer’s expectations in terms of a response have been clearly set and are met.
End of Lease related tasks:
Monitor lease expiry dates and follow up on EOL letters.
Carry out pro-active EOL management negotiations with customers on options to return, extend or purchase at the end of lease term.
Negotiate terms in relation to mid-term buy out quotes and early terminations with customers.
Strictly adhere to corporate workflow process.
Provide accurate feedback in relation to expected buyouts, renewals and returns to EOL Manager.
Accounts payable/receivable related tasks:
Ownership and responsibility for the accounts payable/receivable activity on the Dell Financial Services portfolio.
Ensure regular contact with customers by phone and email to secure immediate payment of arrears in accordance with DFS's collections process.
Identify difficult and/or potential problem accounts for reference to Operations Manager for review.
Ensure correct allocation of incoming payments according to customer remittances.
Reconcile customer payment history when necessary.
1- 3 years’ experience in a finance related function
Excellent administration and organisational skills
Ability to work efficiently under pressure
Strong team player with ability to work on own initiative
Strong PC, numerical and mathematical skills
Good attention to detail
Excellent English language skills (both written and verbal)
Good sales focus
Tertiary Qualifications in a finance related field
Prior leasing experience
Experience with Salesforce, Infolease or other leasing systems
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.
If you’re excited to be at the financial heart of a global, multi-billion-dollar business, this is your opportunity to develop with Dell.
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here .