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Collection Specialist at West Corporation

Posted in Other 30+ days ago.

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Location: Omaha, Nebraska

Job Description:
West Corporation is currently seeking a Collections Specialist for our headquarters in Omaha, NE! This role is responsible for performing a variety of collection activities for assigned clients. This role is to ensuring client's account status is maintained at established terms and at established credit limit while remaining consistent with West's corporate policies, procedures, and philosophies; participate in the
activities associated with a variety of departmental projects

We are looking for someone to establish and maintain a professional relationship with internal/external customers, team members and department contacts. This person should be able to adhere to corporate policies and procedures and establish deadlines while being conscious of customer satisfaction and retention.

The day to day responsibilities of a Collections Specialist are, but not limited to:

Collections Functions -
  • Maintain strict adherence to client confidentiality standards and departmental collection policies and procedures when contacting clients
  • Utilizing a strong customer service focus, advise customers on available payment alternatives and provide basic problem resolution
  • Establish rapport with clients to facilitate collection of accounts receivable
  • Follow-up with clients when payments are not received in a timely manner to confirm that payments are being processed and/or expedited
  • Assist in continuously monitoring assigned accounts to ensure that clients maintain acceptable status level within pre-established terms and credit limits
  • Assist in developing, preparing and updating collection reports, and identifying and resolving any discrepancies with data
  • Maintain accurate records regarding the status of collections on accounts, including documentation of all calls according to department policies and procedures
  • Establish initial contact with new assigned clients to assist with billing or invoice questions and communication of payment terms
  • Continuously monitor and reconcile deleted clients to ensure that all invoices are paid in full and cash-in advance clients
  • Conduct courtesy calls to clients to maintain current list of client contact information
  • Operate and execute procedures and processes, within area of responsibility, in accordance with the established company policies and internal controls over financial reporting (ICFR)
Billing Support Functions -
  • Process billing credits for customers in an accurate and timely manner; answer customer billing questions and provide specialized reports as requested
  • Process returned customer mail including researching addresses and updating the billing system according to department policies and procedures
  • Conduct basic research and analysis to provide resolution of billing discrepancies and issues
Project Assistance -
  • Prepare reports, material and documentation
  • Create organized project files
  • Provide project lead with status reports throughout assigned projects
Team Interfaces/Customer Service -
  • Provide customer service that exceeds customer expectations
  • Treat all internal/external customers, team members and department contacts with dignity/respect and superior service
  • Escalate work flow and communication issues to supervisor