Representative, Royalties

Position Level: Staff II

Recruiter: Alma Martinez 

POSITION SUMMARY STATEMENT:

The Royalty Representative will be responsible for helping our DS with any question, request or complaint regarding their payments of Production Bonus, commissions & royalties. At the same time, he will follow up to every request assigned to the area in HCM for all LATAM region as well as perform outbound calls to each DS that does not comply with the tax requirements requested by the tax entity of each country. All of this must be accomplished while offering the best service & customer experience

DETAILED RESPONSIBILITIES:  

1.    Review & document every single requirement or complaint assigned to the department via any of our official channels; HCM, emails, teams, etc.
2.    Follow up & have constant communication with the GBS Finance team, MCS, GTS, Call Center, LATAM POCs, and any other area required to resolve or attend escalated cases outside of SLA expectations
3.    Review each Invoice received to make sure we comply with Tax authorities’ requirements
4.    Comply with SLA goals for case management (HCM) defined within the department
5.    Report any call driver that alerts us of payment issues or errors within our systems or external
6.    Periodically perform outbound calls whenever possible to capture documentation needed to solve escalations
7.    Log activity tracking as well as code usage within Genesys to report every activity performed during shifts 
8.    Availability & flexibility to work on holidays, sales order calls and support corporate events

REQUIRED QUALIFICATIONS

Skills:

•    Problem Solving
•    Organize & Prioritize workloads
•    Strong customer and results orientation
•    Ability to interact effectively at all levels with sensitivity to cultural diversity
•    Teamwork
•    Adaptability
•    Capable to work under pressure
•    Positive attitude and Proactive
•    Ability to analyze problems to guide a solution

Languages:

•    Spanish
•    Basic English

Experience:

•    2 years or more in customer service.
•    Usage of; HDMS, oracle, HMS, Microsoft Office overall, MCS, etc.

•    Microsoft Office: Excel, Word and PowerPoint.

Education:    

•    High School or equivalent

•    Bachelor´s degree (desirable)

PREFERRED QUALIFICATIONS:

•    Microsoft Office; Excel, Word and PowerPoint advanced  
•    Spoken and Written intermediate English desirable 
•    Experience with Accounting and Reporting analysis 
•    Experience in general accounting or administrative position
 

INTERNAL CANDIDATES ONLY
•   Average of 90% in Daily Shake in the last 3 months

•    Marketing Plan knowledge – Intermediate and above

•    MR or PT Skills knowledge