Client Financial Services Coordinator

Banfield Pet Hospital

2d•$19 - $20•Remote

About The Position

Communicate with Banfield clients, via inbound and outbound calls, who have past due payments for their Wellness Plans, NSFs, and/or outstanding hospital invoices to obtain account information, approval to collect the past due payments, and/or make acceptable payment arrangements. Handle calls relating to Lost Pet and micro-chipping calls, hospital questions and general Wellness Plan questions from current and potential clients.

Requirements

Must be hardwired with a minimum 85mbs internet speed.
Must have a quiet space to work.
Ability to work at a computer for long periods of time.
Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.
One year of customer service (call center, retail, hospitality, etc.) experience is required.
Excellent communication skills are required.
The ability to multi-task, prioritize and manage time effectively is required.
Strong client contact handling skills and active listening skills are required.

Nice To Haves

Associate’s degree is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.

Responsibilities

Live and exemplify the Five Principles of Mars, Inc. within self and team.
Notify Banfield clients via telephone and email regarding delinquent accounts for Wellness Plans, third party collections, NSF’s and/or hospital invoices.
Use various collections techniques to negotiate and secure payment on accounts.
Process and document future, current and past due transactions.
Troubleshoot and resolve payment and account discrepancies.
Document calls and resolutions using all appropriate systems, ensuring consistency in service.
Assist hospital teams with Wellness Plan and non-Wellness Plan financial information.
Ensure the delivery of an exceptional client experience to both internal and external clients in every interaction.
Educate associates and clients on business standards for Wellness Plans.
Maintain client privacy, security and company confidentiality.
Other job duties as assigned.