Customer Support Specialist and Collections Agent

4 weeks ago


Marquand, Missouri, United States JobRialto Full time
Position Overview

The role involves managing inbound customer inquiries and overseeing the collection of outstanding payments.

Key Responsibilities:
  • Handle Incoming Calls: Respond to phone inquiries from both internal and external clients.
  • Payment Processing: Execute customer payment transactions efficiently.
  • Credit Decisions: Make informed credit release choices in accordance with established protocols.
  • Dispute Resolution: Direct customer disputes to the appropriate field personnel for resolution.
  • Payment Arrangements: Negotiate payment plans for overdue accounts.
  • Escalation Procedures: Elevate customer disputes and collection issues as required.
  • Service Level Standards: Collaborate with the team to achieve inbound service level objectives.
  • Credit Information Analysis: Conduct thorough investigations and evaluations of credit data while adhering to company guidelines.
  • Collections Outreach: Contact clients regarding overdue payments and facilitate the collection process.
Outbound Collections Duties:
  • Credit Limit Evaluations: Assess credit limits for clients.
  • Monthly Coordination: Participate in or lead monthly discussions with field staff, including Territory Managers and Order to Cash Champions.
  • Goal Achievement: Meet predetermined monthly targets aimed at reducing Days Sales Outstanding (DSO) and managing overdue accounts.
  • Account Management: Manage a designated number of accounts daily and document all collection efforts.
  • Customer Service Assessment: Ensure candidates undergo testing for customer service scenarios.
  • Skills Evaluation: Include basic Microsoft skills and typing proficiency in the assessment process.


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