Collection Service Representative (CSR)

CADEX•Maple Grove, MN

5d•$40,000 - $50,000•Remote

About The Position

The role of the Collection Service Representative (CSR) is to support the needs of our clients in delivering exceptional service to their customers through telephone and where applicable email communication. The CSR will engage with customers to support the resolution of order issues, answer questions on their accounts and elevate any concerns to the proper team.

Requirements

Ability to work in a team-based environment in shared tasks and projects
Professional demeanor
Proficient written and verbal communication skills
Proficient comprehension skills
Time management and organizational skills
Basic math skills
Proficient telephone skills
Proficient in MS Office
Level 1 - High School Diploma or general education degree (GED) – 1 year transferrable experience
Level 2 - High School Diploma or general education degree (GED) and 2 – 3 years transferrable experience
Level 3 - High School Diploma or general education degree (GED) and 3+ years transferrable experience
Level 4 - High School Diploma or general education degree (GED) and 5+ years transferrable experience
Refer to “Additional Eligibility Requirements/Responsibilities/Qualifications section for other qualifications in lieu of years of experience.
This position requires fluency in the English language.
Level 1 - None required for this position
Level 2-4 – Employees may have performance qualifications for this position in lieu of years of experience, such as excellent performance, advanced or specific skills, advanced or specific client-level interactions or responsibilities, or other related qualifications.
Other skills required may include understanding of clients and industries, more enhanced communication skills, exceptional time management and organizational skills, and/or basic understanding of finance and accounting.

Responsibilities

Work in assigned queue or worklist with goal of meeting daily targets of at least 150 outbound calls placed each day; specific targets may change based on client assignment and/or client expectations
Meet established internal quality objectives including Monthly Account Audits and Call Quality Reviews, including client specific metrics related to call or quality measures
Meet performance and maintain productivity requirements each day as based on time gap or other reporting
Uphold and utilize a professional and courteous tone and language at all times
Advise customers of open receivables to obtain payment status, timeline of payments, or address any issues preventing payment
Use client-specific systems to review and research additional account details
Provide invoices or other related documentation to account holders
Continuously seek to improve business knowledge, quality assurance scores, and other metrics (e.g. volume of calls, activities, accounts worked per day)
Maintain organized electronic file storage of documents and emails, ensuring relevant forms are properly noted and saved in designated locations
Take ownership of any assigned accounts in queue and/or work in group queue as needed
Work cohesively in a team to participate on special projects or initiatives as directed
Meet regularly with Supervisor for performance review and coaching sessions
Continuously seek opportunities for process improvement and propose ideas
Foster effective communication and collaboration between countries and cultures within all regions
Assist in 1st Party AR project work as required
Act as backup to other members of the1st Party AR Department
Maintain a high level of professionalism and confidentiality with all information entrusted with
This position will perform other duties as requested.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without advanced notice.