Customer Operations Analyst Job at EDP (Porto)

Job Responsibility

Monitor judicial and extrajudicial proceedings
Manage and monitor debt portfolios, ensuring cases are prioritised according to age, amount owed, client profile and associated risk
Contacting clients to facilitate debt settlement through direct negotiation, payment agreements or other appropriate solutions, ensuring that corporate systems are correctly updated
Preparing cases for litigation, ensuring the collection, validation and organisation of all necessary information
Monitor compliance with payment agreements and propose corrective actions in the event of non-compliance
Identify opportunities for improvement in collection processes, debt management and referral to litigation
Ensure compliance with internal procedures, defined deadlines and the principles of confidentiality, rigour and appropriate treatment of clients

Knowledge of pre-litigation procedures, from initial contact with clients and the negotiation of payment plans to the preparation of cases for potential legal proceedings
Experience in debt management, debt collection or credit recovery, preferably in a business context
Monitoring of legal proceedings
Ability to analyse the debt portfolio, prioritise cases and monitor key performance indicators
Good oral and written communication skills, with the ability to interact with clients, internal departments and external organisations, and to respond to complaints
Negotiation skills
Knowledge of SAP
Proficiency in Excel for analysis, monitoring and reporting
Results-oriented and able to meet deadlines
Knowledge of the legal framework relating to the national electricity system, in particular regarding the unauthorised use of electricity
A degree in Law, Notarial Studies, Management, Economics, Accountancy, Finance or similar fields
Experience in the energy sector
Fluency in English and/or Spanish
Experience with large-scale revenue recovery processes
In-depth knowledge of litigation (insolvency, injunctions or debt enforcement)
Knowledge of Power BI or reporting tools
Experience liaising with law firms, solicitors, debt collection agencies or legal teams
Contribution to the continuous improvement of processes and the optimisation of revenue recovery workflows