Collections Analyst

POSITION SUMMARY

Michelin Connected Fleet, a Services and Solutions subsidiary of Michelin, is looking for a collections specialist to join our accounting team. We hire the best and brightest individuals who love a fast-paced environment, have an entrepreneurial mindset, and strong professional ambitions. We believe company culture matters, and we work hard to be both customer and employee-centric in all that we do. This is a great opportunity for someone who is looking for a role that will directly impact the growth and success of a fast-growing technology company that’s a critical growth driver for the Michelin group.

This role is responsible for handling outbound and inbound calls from customers to determine the best possible method to permanently resolve delinquent accounts by using verbal and interpersonal skills to provide excellent customer services and knowledgeable responses. This role will report directly to the Accounting Manager at Michelin Connected Fleet North America.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following duties are normal for this position. This list is not to be construed as exclusive or all inclusive. Other duties may be required and assigned.

• Review and collect on assigned delinquent accounts by gathering background data, documenting member conversations, and ensuring required notifications are sent to customers
• Conduct customer’s outreach via phone and email to engage and assist our users with resolutions to current delinquencies
• Speak directly with customers regarding delinquent payments, investigates complaints and verifies the accuracy of charges
• Receive inbound and place outbound collection calls
• Handle incoming support requests from customers and prospects through various channels, such as live chat, email and phone
• Contribute to team KPIs by improving customer satisfaction ratings, cash flow improvement, and average response/resolution times
• Assist cash application team resolve unapplied payments
• Collaborate with other members of customer support, operations, and sales team to escalate issues where appropriate

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree
• Minimum of 2 years experience in collections and customer service
• Strong negotiating, communication, typing, and written communication skills
• Strong customer service skills and the ability to skillfully handle confrontation
• Comfortable spending a majority of your time engaging with a customer over the phone
• Demonstrated analytical, problem-solving and system knowledge, and passion for process improvement

WHO YOU’LL WORK WITH

• Highly Cross-Functional: Strong connectivity with core business functions including Sales, Operations, Marketing, and HR in the role of a leveraged business partner.
• Customer-Centric: High degree of empathy and passion for creating an incredible experience for internal and external clients.
• Globally Oriented: Cross-border partnership with sister companies to exchange best practices and facilitate effective global reporting & steering.

COMPETENCIES

• Forward Thinking - Anticipates how individuals and groups will react to situations and information and plans accordingly. Anticipates the consequences of situations and plans accordingly. Notices trends in the industry or marketplace and develops plans to prepare for opportunities or problems. Anticipates possible problems and develops contingency plans in advance.
• Drives Performance - Develops challenging but achievable goals. Maintains commitment to goals in the face of obstacles and frustrations. Finds or creates ways to measure performance against goals. Has a strong sense of urgency about solving problems and getting work done. Creates momentum and drives behavior change when necessary.
• Adaptability - Adapts to new ideas and initiatives across a wide variety of issues or situations. Adapts interpersonal style to highly diverse individuals and groups in a range of situations. Supports major changes that challenge traditional ways of operating. Anticipates change in order to adapt own plans and priorities.
• Fosters Teamwork - Assumes additional responsibilities to facilitate the achievement of team goals. Seeks input from other team members on matters that affect them. Shares all relevant information with others.
• Open + Transparent Communication - Recalls others' main points, taking them into account in own communication. Checks own understanding of others' communication (e.g., paraphrases, asks questions). Elicits comments or feedback on what has been said. Maintains continuous, open and consistent communication with others.
• Technical Expertise - With guidance, completes common tasks, which present limited difficulties. Reads standard documents to extract key information. Assists team in carrying out complex tasks.

Benefits & Perks

As a Michelin Group Company, our “ICARE” corporate culture model defines the company values that guide how we work with each other and with our external customers & partners. Here are some of the other great reasons why our employees say they love to work here:

• Competitive Health/Dental/Vision insurance with substantial company contribution
• Company-Paid Life Insurance policy
• 401K Benefits with company matching and immediate full vesting/no waiting period
• Healthcare benefits with costs 65% lower than the national U.S. average
• HSA/FSA Healthcare account options with company contributions of $500/$1000
• Short & Long Term Disability Insurance
• Parental Leave: Additional 3 weeks covered at 100% in addition to standard STD
• Competitive paid time off benefits throughout the year allowing employees to maintain work-life balance
• Gym reimbursement program and half-price Weight Watchers’ discount program
• Michelin Tire Rebate Program up to $750/year
• Hybrid working model with 3+ days in our Atlanta office.
• Magellan Employee Assistance Program (EAO) – provides free counseling/assistance

WHO WE ARE

• Michelin Connected Fleet (a wholly owned subsidiary of Michelin) is the GPS fleet management solution of choice for a growing number of customers with fleets ranging from 2 to more than 2,000 vehicles. Since its inception, Micheline Connected Fleet has been a pioneer and innovator in the telematics space with its award-winning platform and mobile app.
• The Michelin Connected Fleet solution is a cloud-based application that enables service and distribution businesses to optimize fleet operations while reducing operational costs and maximizing revenue. To maintain our top position in the industry, we are looking to continually attract extraordinary individuals who mirror our corporate culture, objectives and possess an entrepreneurial spirit.
• Micheline Connected Fleet does not discriminate on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, physical or mental ability, veteran status, military obligations, or marital status.