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