About this role
Role Overview
- Monitoring and reviewing account status reports to identify and resolve delinquent accounts
- Providing quality customer service and collections in a high-volume, fast-paced, multi-channel contact center using automated call distribution and workload distribution software while accurately processing and recording customer contacts via the designated tracking software
- Reviews aging and other reports to identify delinquent accounts, initiating collection process on overdue accounts by contacting customers via mail and/or telephone in order to obtain payment
- Identify potential customer account issues through review of daily, weekly, and monthly generated reports and queries
- Research and resolve potential billing errors, disputes, cash application, and other issues through regular customer account audits to ensure billing accuracy and maintain a high level of customer satisfaction
- Coordinates with others, including field personnel, to develop, implement, and monitor collection strategy
- Assisting in training community associates as pertains to collections procedures and functionality available in multiple proprietary systems
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers’ experience
- Additional duties, as assigned
Requirements
- High school diploma or GED required
- A minimum of one year of collections experience is required
- Additional experience in accounts receivable, billing and/or customer service experience in a call center or similar setting is preferred
- Excellent oral and written community skills
- Proficiency in Microsoft Office (i.e. Excel, Word, etc.) is required.
Benefits
- Medical, Dental, Vision insurance
- 401(k)
- Associate assistance program
- Employee discounts
- Referral program
- Early access to earned wages for hourly associates (outside of CA)
- Optional voluntary benefits including ID theft protection and pet insurance
- Paid Time Off
- Paid holidays
- Company provided life insurance
- Adoption benefit
- Disability (short and long term)
- Flexible Spending Accounts
- Health Savings Account
- Optional life and dependent life insurance
- Optional voluntary benefits including accident, critical illness and hospital indemnity Insurance, and legal plan
- Tuition reimbursement