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Collections Specialist 2
2 months ago
The Credit and Collections Specialist is responsible for the management of a portfolio of customer accounts and high performance is measured by invoice aging, customer interactions, credit holds, and general portfolio management. Successful account management includes working with customers on invoicing issues and working with internal departments on billing, cash application & disputes, all while maintaining a high level of customer service. The ideal candidate is comfortable with high volumes of transactions while also capable of performing basic account reconciliations. We are looking for someone that thrives on accomplishing daily goals and takes pride in their work.
This is a critical customer facing role that includes visibility across the business. The Collection Specialist will be working with stakeholders in Customer Service, Sales, Disputes, Cash Applications, Credit, and Finance.
GENERAL RESPONSIBILITIES:
-Expedite the resolution of unpaid customer accounts to minimize receivables and bad debt write-offs while maintaining customer good will.
-Coordinate the resolution of customer disputes with internal departments and customer contacts. Manage this resolution process all the way through to final communication of the solution to the customer.
-Work directly with customers to analyze account history.
-Work directly across various internal Tennant team to analyze and resolve customer issues with a focus on root causes.
-Contact customers regarding held orders. Order holds must be addressed within 2 hours of receipt. The Collections Specialist 2 is the Driver of order hold resolution.
-Participate in credit approval process as needed.
-Respond timely to all customer requests via phone and email. Requests may include processing credit card payments, updating account contact information, updating billing addresses, etc.
-Responsible for identifying and escalating in a timely manner all accounts that require demand letters or require handling by third party collection agencies.
-Identify and process small debit or credit balances that should be written off to bad debt.
-Other duties as assigned, which could include special projects, process improvement initiatives, acting as a subject matter expert for technology upgrades, etc.
REQUIRED EXPERIENCE, EDUCATION, AND SKILLS:
-Minimum one-year work experience in Business-To-Business Collections or similar
-High school diploma or equivalent
-Proficient in Microsoft Office
-Strong written and verbal communication skills
-Demonstrates sound business judgement
-Strong attention to detail and organizational skills
-Time management - Shifts and adjusts priorities in order to meet emerging needs, able to adapt his/her approach as the requirements of a situation change
-Interacts and collaborates effectively with others across levels and departments
-Self-motivated with the ability to work independently and as part of a collaborative team
Preferred experience and education:
-Bachelor’s degree or minimum 2 years in a business-to-business customer contact environment
-SAP experience
-Previous exposure to and understanding of credit and risk fundamentals
