Collection Services Representative

4 weeks ago

Nashville, Tennessee, United States Broadcast Music, Inc. Full time
POSITION SUMMARY

As a key member of our team at Broadcast Music, Inc., you will be responsible for collecting overdue fees from customers in accordance with the terms of each music performance agreement. You will foster strong customer relationships and facilitate fee-dispute resolution, ensuring timely follow-up and satisfaction of obligations. You will also interact with Licensing, Accounting, and Audit representatives to resolve outstanding issues.

LOCATION

This role is based in our Nashville, TN office, where we have transitioned back to a regular hybrid schedule. Most team members are expected to be in the office three days a week, with decisions regarding future transitions made in phases as we continue to monitor COVID-19 and prioritize employee safety.

FUNCTIONS OF THE JOB

Essential Functions: which may be representative but not all inclusive of those commonly associated with this position.
  • Establishes reason for past due account situation with customers, makes arrangements for payments to bring account current, and disposes of appropriate results to ensure timely follow-up until obligation is satisfied.
  • Secures outstanding reports.
  • Completes high-volume collection activities using state-of-the-art call center technology and equipment to maximize cash receipts.
  • Uses best practices, initiative, and imagination to achieve targeted results while promoting customer goodwill.
  • Composes correspondence/emails based on procedures and knowledge of Collections practices.
  • Collaborates with team leaders and managers to prepare schedules and ensure high productivity standards under the BOLD initiative.
  • Accepts credit card and e-check payments.
  • Maintains accurate records about customer contact and status of collection efforts.
  • Reviews and advances delinquent accounts to Director for Legal review when collection cycle is exhausted.
  • Requests adjustments, handles queries, and resolves issues within contract/company guidelines and policy.
  • Performs specialized work, such as collection in various markets requiring specific knowledge of contract requirements, performing research, reconciling financial disputes (including TV per Program accounts), and scanning customer correspondence to document imaging system.
  • Notifies Licensing of sales opportunity and other changes in music use when alerted to such changes via customer contact.
  • Prepares write-off and refund requests/cases for approval.
  • Arranges payment plans within established guidelines.
  • Uses skip-tracing techniques to locate customers.
  • Obtains/forwards past due invoices and other documents necessary in the customer service/collections process.
  • Assists director and upper management with projects.
  • Other duties as assigned.
  • Regular attendance.
  • Supports our BMI Core Values and cultivates a culture of diversity and inclusion.
POSITION QUALIFICATION REQUIREMENTS

Education: Bachelor's Degree preferred.

Experience: Minimum of 3 years collection experience; have experience with an automated telephone dialing system.

SKILLS AND ABILITIES

This may be representative but not all inclusive of those commonly associated with this position.
  • Knowledge of standard collections practices.
  • Understanding of Call Center technology.
  • Ability to work independently and in a group.
  • Ability to effectively communicate verbally and in writing.
  • Proficiency in Microsoft Word and Excel.
  • Working knowledge of computerized CRM (Salesforce) and A/R systems (Oracle).
  • Good interpersonal skills.
  • Ability to pay close attention to detail.
  • Good listening skills.
SALARY RANGE

The specific base salary offered to a successful applicant will be based on individual qualifications, skills, experience, and education. The pay range is subject to change at any time based on various internal and external factors. The position may also be eligible for one or more performance-based bonuses. In addition to cash compensation, BMI offers a competitive portfolio of benefits to its employees, as described below.

What We Give to You:
  • Health, dental, and vision insurance
  • 401K with employer match
  • Flexible spending accounts
  • Paid vacation and paid sick/personal time
  • 12 paid calendar holidays
  • Paid volunteer time off
  • Summer hours that offer more time for fun in the sun
  • Company paid life insurance
  • Up to 12 weeks paid parental leave
  • Tuition assistance for qualified team members
  • Commuter benefits (New York)
  • Amazing and engaging culture
  • Employee Resource Groups
BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER: All applicants will receive equal opportunity for employment without regard of race, color, sex, religion, nationality, age, sexual orientation, gender identity and/or expression, veteran's or marital status, disability, or any other cultural factor.

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