The duties of a Credit and Collections Specialist include inbound and outbound collections calls and/or correspondence in a fast paced, goal oriented collections department.
Essential Functions
(20%) Customer Service
High volume calls to and from assigned delinquent customers.
Resolution of customer disputes regarding payment /balances.
Provide excellent and considerate customer service
Make decisions based on credit worthiness regarding extension of credit including restriction, denial, restoral, and disconnection of service.
Meet defined metrics and goals
Manage accounts in Credit Authorization Database to assure credits are issued in a timely manner
Document and ensure accurate and timely completion of customer requests
(10%) Issue service orders via the appropriate order systems
Update accounts as a result of collection activity
Non complex and complex order activity for bankruptcy, basic termination charges, and other contractual agreement charges
Complex service orders to activate CBT services /equipment and to generate billing
Process disconnect orders, new service orders, record orders, change orders, and complex orders to add
trunks, and T1 orders.
Resolve errors / problems that may prevent assignment, design, or translation of service orders
(30%) Provide reconciliation of Collections function:
Process customer refunds
Process and review account adjustments
Resolve client discrepancies / short payments
Process and monitor account adjustments and small balance write offs
Process and balance credit card payment, investigate credit card disputes with banks and customers
(5%) Analyzing business reports including financial statements
Verify financial status of seriously delinquent accounts
Investigate and resolve fraud accounts; responsible for correspondence research and customer resolution that is received.
Assist with customer complaints received by other departments.
(25%) Serve as liaison between other departments to resolve collection issues.
Enlist efforts of sales and senior management when necessary.
Assist with identifying past due accounts and coordinate with department to resolve days sales outstanding.
Follow up and communicate with sales department on timely basis.
Establish and maintain working relationship with service providers and sales.
Follow up with Accounting when investigating Internet /electronic check payment.
(5%) Interface with outside collections agency regarding payments, adjustments, disputes and litigation approval.
Provide corrected information for updating customer credit file through the National Credit Bureau.
(5%) Participate in the identification of problem areas and process improvement to accelerate the collection.
Education
Four years of High School or equivalent
Experience /Background
3 to 5 years
Previous Job Experience
3-5 years of commercial collections experience in a goal oriented environment
Special Knowledge /Skills / Abilities
Excellent research and negotiation skills
Knowledge of billing and collections procedures
