Recovery Representative

Global Blue has developed a Centralised Service Centre (CSC) in central Europe to centralize many of the administration tasks from the local subsidiaries. Global Blue wants to extend its SCS offering and be opened for new countries and offer better service.

Recovery Representative will have except the most important duty, which is recovering of rejected transactions, also responsibilities to distribute the necessary information for transaction recovery to other departments like Customer Service, Local offices. Recovery Representative will also be in contact with Processing department providing them feedback about quality of rejected transactions.

Main aims

• Recovering of rejected transactions.
• Monitoring and reporting the success rate.
• Coming up with new ideas and potential areas for recovery of transactions.
• Communication with external and internal partners – Retailer Service, Customer Service, Processing.
• Monitoring and reporting the quality of rejected transactions.

Responsibilities 

To ensure the main aims listed above are handled in a professional and structured way including the following:

• Recover necessary payment details , search for missing information, like: CC number, tourist’s residency, passport number/copy, etc.).
• Provide Local office with information where the transaction can potentially be corrected by retailer.
• Provide Customer Service with information where the transaction can potentially be corrected by the tourist.
• Quality control of rejected transactions.
• Be able to decide if a transaction can be processed/invoiced.
• Open-minded in search for new ideas how to improve the procedure.
• Do the above while respecting Security Policies.
• Being in contact with all concerned parties (LO, CS, Proc., etc.).
• Cooperate on reports preparation

Additional 

• Administration – [80%] 
• Reports Management – [10%] 
• Business Development - [10%] 

Main KPI’s 

• · Speed – Forms processed per hour
• · Quality – Correctly processed forms

Competencies  

• Knowledge of English- basics/advanced
• Microsoft office-advanced

Skills 

• Good communication skills
• Independence and active approach to work

Qualifications and education requirements 

• 1 year of experience at Recovery Representative position
• Good performance for last 3 consecutive months prior to application
• Knowledge of core processes confirmed by Recovery Supervisor