Specialist, Credit and Collections

Every year, we help hundreds of thousands of people find rewarding jobs in the ever-changing world of work.

We understand the importance of a job in peoples lifes and we want to help them find work that feels good. And we’ll help them continue to grow as their needs and ambitions change.

At Randstad, our value comes from our people and that is why we put them first. We are proud of our learning culture and career architecture framework that encourages ours team to develop both personally and professionally.

We believe that talent grows when presented with opportunity and this is why we encourage our people to think beyond their role. We have created a culture that enables talent to flourish, encouraging entrepreneurship, fostering team spirit, and continually building mutual trust.

Job Objective

As part of our operations team, you are responsible for the reliable and precise execution of administrative and data-related processes across various departments. Your role encompasses three key areas of focus:

Document Management Service (DMS): You ensure the efficient digital processing and forwarding of documents, record timesheets, manage applicant documents in Salesforce, and classify documents for temporary staff.

Employee Care Center (ECC): You provide operational support for compliance with health and safety standards, manage data flows between SAP and the medical service portal, ensure precise documentation, and handle routine communication with employees and branch offices. Master Data Management (MDM): You will ensure compliance with our credit assessment guidelines and play a key role to minimizing the risk of bad debt losses. Furthermore, you will ensure compliance with the General Data Protection Regulation (GDPR) regarding data subject requests and guarantee the timely and accurate processing of the requests.

Key Performance Indicator (KPI)

• First-Contact Resolution Rate (FCR): The percentage of employee inquiries resolved by the Operational Support Associate at the 1st level without needing to escalate to senior management or other departments. Compliance Process Turnaround Time: The average time taken to process mandatory compliance tasks - such as updating health module statuses or responding to follow-ups - ensuring that all employee files remain current according to safety deadlines.

• Accuracy: 100% accuracy in processing submitted requests; digital documents correctly captured, barcode-verified and flawlessly classified.

• Timeliness: Reliable deadline adherence and agreed-upon SLAs in all processes

• Stakeholder Satisfaction: Professional handling of internal escalations and proactive communication updates

Responsibilities and Main Tasks Employee Care Center (ECC)

Data Preparation & Processing:

• Prepare and format daily employee data lists from the SAP system for compliance processing.

• Perform data cleaning, including filtering, validating contact information, and formatting according to internal standards before system imports.

• Execute imports into the WAZ portal, ensuring timely and error-free data synchronization.

Compliance Administration:

• Monitor the operational status of employee health modules and certifications, flagging expired or missing requirements for necessary action.

• Process specialized cases such as workplace accidents, employee exits, and specific client requirements in accordance with established SOPs.

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Employee & internal Communication:

• Coordinate the communication lifecycle via multiple channels and perform follow-up activities for employees who are non-responsive or require additional guidance.

• Act as a point of contact for internal branch offices, providing updates on the status of compliance workflows and handing over tasks where necessary.

• Validate data consistency between ECC lists and the WAZ portal, and correct discrepancies as they arise.

Responsibilities and Main Tasks Document Management Service (DMS)

Timesheet Processing (Time Tracking):

• Capture and perform quality control of barcodes on documents.

• Strictly adhere to time-critical processing deadlines.

Salesforce Document Management (Applicant Management):

• Daily processing of digitally uploaded applicant documents into the I.R.I.S. system as applicants transition to employee status.

Document Management for Temporary Employees (EPPY):

• Screen and classify incoming employee documents (approx. 120 different document types).

• Make operational decisions and route documents: assign to DMS for further processing according to work instructions or forward to Payroll.

Responsibilities and Main Tasks Master Data Management (MDM)

Credit Assessment and Processing:

• Processing credit assessment requests submitted via G-FO

• Receiving and managing credit assessment requests received via email

• Requesting credit reports via Creditsafe directly within SAP

• Initiating and conducting credit investigations for our external service provider Creditsafe directly within SAP

• Linking billing recipients to their respective credit reports within the SAP system

Data subject rights:

• Receiving and centrally processing data subject requests (DSRs)

• Researching and locating personal data across all relevant systems

• Utilizing centralized response templates and ensuring professional communication with data subjects

• Critically reviewing forwarded inquiries prior to issuing a final response to the data subject

• Escalating technically or legally complex cases to the internal Data Protection team for final assessment

• Merging duplicate candidate records (to ensure data integrity)

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Decision-making Authorities and Powers of Attorney

Power of Attorney:

none

Customer-related:

none

Employee-related (MiK):

none

Internal:

Within the scope of internal processes

Signature:

none

Job Evaluation Hay grade 13 ( german grading system )

Requirements Profile

Education:

Completed commercial vocational training

Job Experience:

Minimum 1 year of commercial professional experience

Technical Competence:

• Technical Proficiency: Strong command of spreadsheet software (Excel/Google Sheets), specifically including data filtering, basic

formatting, and handling large data sets.

• System Proficiency: extensive IT skills - Ideally in SAP, Salesforce, Google Workspace and digital document management systems

Core Requirements:

• Operational Precision: High attention to detail with the ability to maintain accuracy while

handling routine, high-volume tasks.

• 1st Level Support Experience: Proven

experience in a 1st level support or customer service role, with a focus on handling inquiries and escalating complex cases.

• Process Oriented: Ability to work strictly and structured according to established guidelines and Standard Operating Procedures (SOPs).

• Communication Skills: Clear and professional verbal and written communication skills in

Business English; must be comfortable working with templates and IT-Systems in other

languages after onboarding.

• Reliability: Strong time-management skills with the ability to consistently meet daily deadlines in a fast-paced, operational environment.

• High quality awareness: capability of

Independent work as well as in a team to achieve shared goals

• Working knowledge of GDPR and data privacy regulations

• Teamwork:. Strong collaborative skills with the ability to work effectively within a team

environment

• High Reliability & Deadline Sensitivity:

Exceptional reliability, especially regarding strict adherence to time-critical billing and operational deadlines.

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Additional

requirements:

• Availability: during German office hours: Aligned with CET / CEST for seamless daily

collaboration.

• Operational Flexibility: Readiness to support specific operational service windows, outside of the typical availability (including coverage on Wednesdays until 6:00 PM CET / CEST, once a month until 8:30 PM CET / CEST, and payroll

Fridays until 5:30 PM CET / CEST, according to seasonal daylight saving time shift

Is this the job for you? We would love to hear from you! Please apply directly to the role and we will get in touch with you.

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