Under minimal direction from a manager, the Representative, Credit & Collections is responsible for monitoring assigned customer accounts for delinquency, processing past due notices and addressing delinquency with clients, reconciling customer disputes for outstanding balances and maintaining collection activity metrics. The Representative relies upon their research, account interactions and judgement to negotiate payment arrangements that are satisfactory to the company and/or to recommend the account be turned over to outside collections vendor.
Primary Accountabilities:
Analytical (50%)
Analyze delinquent balances; complete account analysis looking at the customers full book of business with Inmar to determine next steps
Contact customers regarding their delinquent invoices and determine whether a payment arrangement is needed and in the best interest of Inmar
Use research, interactions with customer and judgement to recommend accounts for suspension of services and/or outside collections; ensure collection activities are properly documented and reviewed with Credit and Collections Manager
Track and calculate customers payment trends for customers who are routinely delinquent; flag those accounts for escalation
Verify validity of account disputes by obtaining and analyzing data from sales, service departments, and customers; reconcile customer statements and work as necessary to resolve the dispute
Recommend clients for outside collections based on account analysis and risk considerations
Operational (40%)
Work with internal Client and Billing Teams to troubleshoot issues that impact customers’ ability to initiate payments
Understand customers’ payment policies and how they differ from contractual terms; document and work with manager to determine the best way to handle
Provide invoice and statement copies as requested; work with the Billing Team to revise invoices as necessary
Answer incoming collection calls, emails, including emails in Collections shared Inbox
Recommend customers pay via ACH versus check to initiate faster payment
Escalate collections issues per department guidelines as necessary
Administrative (10%)
Maintain customer contact information as needed
Communicate customer requests regarding future invoices to the Billing and Client Teams
Maintain collection activity metrics
Required Qualification:
Bachelor’s degree in business administration, accounting or related field
3 or more years of related work experience in a ollections/Accounts Receivable specific role; or any equivalent combination of training and experience required to complete the essential functions/job responsibilities of the position
An understanding of billing, collections and receivable procedures
Good communication skills; ability to explain detailed financial information to customers
Proficient in Google Office Suite, Microsoft Office, Excel
Individual Competencies:
Adaptable: Responds to change with a willingness to learn new ways to accomplish work
Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent
Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach
Problem Solving: Gathers and analyzes information to generate and evaluate solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information
Collaboration: Works collaboratively with others to achieve group goals and objectives
Urgency: Transfers mission to action by acting clearly and decisively to analyze and implement solutions regardless of pressure or uncertainty and maintains a sense of urgency to complete tasks, accomplish goals, and act in ambiguous situations
The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
While performing the duties of this job, the associate is:
Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.
Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.
Rarely required to stand, kneel or stoop, and lift and/or move up to ## pounds.
Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.
Occasionally: Job requires this activity up to 33% of the time
Frequently: Job requires this activity between 33% - 66% of the time
Regularly: Job requires this activity more than 66% of the time
As an Inmar Associate, you:
Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.
Treat clients and teammates with courtesy, consideration and tact; you also can perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.
Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results.
Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.
Understand that results are important and focus on turning mission into action to achieve results following the principles of agile, dynamic execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.
Support a safe work environment by following safety rules and regulations and reporting all safety hazards.
