Summary:
Provides administrative support in the collections process. Prepares outstanding accounts reports and gathers credit and/or reference information. Maintains database by entering, updating, and retrieving data, as well as formatting and generating reports. Assists in resolution of outstanding invoice problems from past due accounts. Responds to inquiries from customers or external collection resources. May place calls or send messages to those with unresolved issues.
Duties & Responsibilities:
Data Analysis and Reporting
• Provide Daily /weekly reporting (metrics recorded) for:
• All past due balances that are 5, 10, and 15 days past due
• All past due balances that are 30, 60, and 90 days past due
• All debit balances beyond 10 days past due and exceeding $50K
• All credit balances aged beyond 30 days
• Possess analytical skills to quickly and accurately follow information making sound business decisions
• Ensure that reporting is accurate and detailed
• Log all relevant comments/actions for an account into the accounting system on a timely basis
• Investigate and resolve over and short payments, disputed items, and unapplied payments, working with Accounting when needed Customer Service & Negotiation
• Contact customers regarding debit and credit balances beyond due date
• Contact customers as needed in the event cash in advance arrangements for related sales order details
• Communicate with both the external and internal customer to investigate and resolve debit and credit balances
• If necessary, provide documentation to the customer to assist in the explanation of balances to customers
• Transmit invoices to customers as needed and requested
• Prompt and courteous responses to all requests
• Communicate potential Credit hold to Customer, sales representative and business managers.
• Past Due & Balance Management
• Call / Email customers to get payment update on past due invoices
• Notify sales of any accounts with ongoing issues leading to potential credit hold status
• Advise management of any concerns regarding potential cash flow issues
• Know when to apprise management and sales to escalate the collection process and prevent holds
• Report immediately to notices regarding EFT returns, check returns, stop payments, etc.
• Communicate and resolve with operations/sales any invoicing transaction failures
• Ownership of front-line collections with knowledge and understand of the appropriate time to escalate to the AR Manager
• Execute Dunning process for highly delinquent customers
• Initiative
• Embrace and execute the vision, goals, and expectations of the department and role
• Recognize when plans should change to achieve goals and execute a process for success
• Understand which goals or tasks can be rearranged to attend to more urgent concerns and execute appropriately
• Recognize when additional training could enhance performance skills and be willing to own personal and professional growth
• Evaluate performance during the day and makes appropriate adjustments to achieve daily, weekly, monthly, and yearly goals
• Develop prevention strategies to eliminate problems before they occur
• Plan before acting to ensure that the most successful process is utilized
• Review work before submitting it
• Focus on team goals and successes, not just individual goals and successes
• Additional Responsibilities as Required
• Always communicate clearly with respect and courtesy, both verbally and written, with correct grammatical usage
• The ability to customize communications and processes relative to both internal and external customers
• Willingness to take additional training as suggested by management
• Willingness to invest additional time to achieve goals
• Identify and focus on the actions and steps that are within his/her control to achieve success
• Prioritize work each day so that the most important tasks are completed
Pre-Requisites / Skills / Experience Requirements:
