Customer Account Resolution Expert

5 days ago


Dublin, Dublin City, Ireland TN Ireland Full time

Job Summary:

The Customer Account Resolution Expert will be responsible for resolving outstanding customer accounts by initiating contact, negotiating payments, and maintaining accurate records.

Essential Duties:

  1. Debt Collection: Initiate contact with customers who have outstanding balances to negotiate and collect payments.
  2. Communication: Communicate with customers via phone, email, or written correspondence to discuss payment options and resolve outstanding issues.
  3. Record Keeping: Maintain accurate and up-to-date records of customer interactions, payment arrangements, and any other relevant information.
  4. Negotiation: Negotiate payment plans and settlements with customers while considering the company's policies and financial goals.
  5. Problem Resolution: Address and resolve customer inquiries or disputes related to billing, payments, and account discrepancies.
  6. Documentation: Prepare and send collection letters, statements, and other necessary documentation to customers.
  7. Regulatory Compliance: Ensure compliance with relevant debt collection laws and regulations to avoid legal issues.
  8. Reporting: Generate and analyze reports on the status of outstanding debts, collection efforts, and other relevant metrics.
  9. Customer Service: Provide excellent customer service while being firm and persistent in the collection process.

Qualifications:

  • Minimum 2-3 years' experience in collections execution.
  • Utilizing Collection tool (GetPaid or other App).
  • Clear experience in the fundamentals of a collection process: Calls, emails, escalations, dispute management & documentation.
  • Includes managing a book of business that can range from larger accounts down to medium/small size accounts and experience on strategies and processes to secure cash.
  • Comfortable with call/contact metrics + Financial & Operational metrics (Cash, AGED AR, 90+, dispute identification & resolution intervals).
  • Customer relationship skills (internal or external).
  • High energy/positive attitude.


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