Representative II, Collection Services
About The Position
The Representative II, Collection Services will provide support in the collection of payments from delinquent client accounts. The incumbent will contact clients related to account status in an effort to resolve delinquency and resolve standard billing issues, concerns, and/or disputes. Initiate collection efforts (business to business) with clients via phone, email, and/or internal systems. Refer to delinquent account lists using specific software and criteria identifying collection criteria score to determine collection priority. Receive escalated collection issues from first level support tier for review and further collection efforts. Process and escalate complex collection disputes through Salesforce ticket system to other internal functional teams for additional review, research, and reconciliation. Collaborate with Accounts Receivable to track and resolve billing questions, issues, and disputes. Serve as a liaison between clients and internal business units to communicate account changes, billing adjustments, invoices, and/or other updates related to the terms and conditions of their contract. Prepare and submit required internal forms and/or requests such as credits, write-offs, refunds, legal packets, terminations, and final demands; ensure entered data is correct to communicate account updates to clients. Provide updates on client account status to management and internal teams regarding customer activity and payable status. Follow management decisions related to negotiated payment arrangements or settlement offers on accounts.
Requirements
- High School Graduate or General Educational Degree (GED). Or, any combination of education and experience which would provide the required qualifications for the position.
- 3+ years of experience in accounts receivable, collections, or related field.
- Experience in business to business collections.
- Experience in software industry related collections.
- Knowledge of collection procedures and best practices.
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) with intermediate skill level in Excel.
- Skill in customer services, managing etiquette during all client interactions, excellent communication (written, oral), organizational skills.
- Ability to navigate multiple systems to track and document tasks, status of assigned work, and communicate with clients and internal teams.
- Ability to prioritize workload, meet deadlines, and multi-task while maintaining attention to detail.
- Ability to work in a team environment employing a hands-on approach with colleagues at all levels of the organization.
Responsibilities
- Provide support in the collection of payments from delinquent client accounts.
- Contact clients related to account status in an effort to resolve delinquency and resolve standard billing issues, concerns, and/or disputes.
- Initiate collection efforts (business to business) with clients via phone, email, and/or internal systems.
- Refer to delinquent account lists using specific software and criteria identifying collection criteria score to determine collection priority.
- Receive escalated collection issues from first level support tier for review and further collection efforts.
- Process and escalate complex collection disputes through Salesforce ticket system to other internal functional teams for additional review, research, and reconciliation.
- Collaborate with Accounts Receivable to track and resolve billing questions, issues, and disputes.
- Serve as a liaison between clients and internal business units to communicate account changes, billing adjustments, invoices, and/or other updates related to the terms and conditions of their contract.
- Prepare and submit required internal forms and/or requests such as credits, write-offs, refunds, legal packets, terminations, and final demands; ensure entered data is correct to communicate account updates to clients.
- Provide updates on client account status to management and internal teams regarding customer activity and payable status.
- Follow management decisions related to negotiated payment arrangements or settlement offers on accounts.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
