Job brief

Position Details: Hourly, Full-Time In Office (reports to Hood River Office)

Position Overview:

We are seeking a dedicated and detail-oriented Billing Reconciliation & Collections Administrator to join our team and manage a critical aspect of our business operations – the recovery of customer assets and collections of outstanding customer balances. In this role, you will oversee the process of customer equipment return management, work closely with an external collections’ agency, and ensure accurate customer account reconciliation. Your expertise in customer relationship management, billing, and collections will be instrumental in safeguarding the company's assets and maintaining strong customer relationships.

Key Responsibilities:

· Customer Equipment Return: Oversee the end-to-end process of recovering company equipment from customers, ensuring the efficient return of assets following contract completion or customer account closure, including customer account closure due to unpaid balances or violation of terms.

· Account Reconciliation: Conduct thorough reconciliations of customer accounts to identify discrepancies, resolve disputes and ensure accurate billing and payment records, related to equipment terms and account closure. Additional research and critical thinking will be required to resolve account questions as they arise.

· Recovery of Customer Assets: Initiate and supervise the process of Chargebacks, Suspended Accounts and Collections Accounts (both internal and external) and any account research associated. Manage the process of collecting overdue payments, working with customer service team members closely and diligently to recover outstanding debts while maintaining a customer-focused and professional approach.

· Collections Coordination/Collaboration:Work in close collaboration with your supervisor to interface with external collections agencies to facilitate the recovery of overdue payments and customer assets in a timely manner, ensuring compliance with company policies and legal regulations. Work with collections agencies to streamline recovery efforts, ensuring their actions align with company guidelines/requirements.

· Suspended Account Management: Coordinate with the customer service team to manage the suspended account process on a regular (often daily) basis, following established protocols and maintaining open communication with team members to facilitate timely resolution and a reduction in collections balances.

· Customer Communication: Maintain open and effective communication, both written and verbal, with customers, providing clear instructions regarding balances, fees and/or equipment return policies. Assist with payment resolutions and address escalated inquiries regarding account statuses and payment history.

· Payment Processing: Accurately record and post incoming payments from various sources, including but not limited to, checks payments, ACH payments, electronic transfers, cash payments and credit card transactions, to the appropriate customer accounts as needed.

· In-Office Customers: Interface with customers entering the Hood River office in a courteous and professional manner. Handle any walk-in customers returning equipment or making payments and refer them to the correct departments when necessary.

· Documentation and Reporting: Maintain accurate and up-to-date records of customer interactions, payment agreement and account updates in the company’s collections software and CRM system. Generate regular reports on suspended and collections activities, account statuses, outstanding equipment on closed accounts and recovery progress for management review. Maintain accurate and detailed records of equipment return and subsequent transactions on customer accounts. Weekly reports will be required.

· Problem-Solving: Analyze customer accounts to identify root causes of non-payment and suggest proactive measures to prevent future account delinquency, suspension, and collection. Utilize critical thinking and your analytical skills to identify root causes of non-compliance, payment delays, and equipment return issues, suggesting solutions to prevent future issues.

Qualifications:

· Education: Bachelor’s degree preferred. Equivalent billing, customer service supervisor or bookkeeping work experience will be considered.

· Experience: Previous experience in customer relationship management, collections, accounts receivable, or a similar role. Familiarity with billing systems and customer equipment management is advantageous. Experience in the telecommunications industry desired, but not required.

· Communication Skills: Exceptional written and verbal communication skills to interact effectively with external partners, and internal stakeholders.

· Negotiation: Proficient in negotiation techniques to recover assets, secure payment agreements, and manage customer expectations.

· Attention to Detail: Extremely strong attention to detail when reconciling accounts, tracking equipment return transactions, and maintaining accurate records, tracking account statuses, and producing reports.

· Problem-Solving: Analytical mindset with the ability to identify process gaps, troubleshoot issues, and propose solutions to enhance operations.

· Ethical Standards: A commitment to ethical practices in collections, compliance with regulations, and the ability to handle sensitive customer interactions and payment reconciliation professionally.

· Time Management: Excellent organizational skills to manage multiple tasks, prioritize effectively, communicate well, and meet deadlines.

· Self-Reliant: Seeking self-reliant candidates who excel in independent problem-solving, adapt readily to change, and consistently demonstrate initiative in achieving goals. Strong communication, resilience, and a track record of autonomous decision-making are essential.

· Team Collaboration: Collaborative and adaptable team player who can work effectively with cross-functional teams to achieve common goals.

Job Type: Full-time

Pay: $46,000.00 - $52,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• Hybrid work
• Office

Ability to Relocate:

• Hood River, OR 97031: Relocate before starting work (Required)

Work Location: In person