Specialist-Collections II

Position Summary: Exemplifies the Shoes For Crews Path by performing key interactions with customers, sales management, billing staff, and other key personnel to enhance the order to cash process ensuring that payments are collected within the terms of sale, via direct customer contact and account monitoring for a portfolio of customers.

Essential Job Functions:

• Collection of assigned accounts and achieving assigned collection goals. Customer contact methods include phone, email, and specific customer portals.
• Proactively identifies and works with appropriate billing personnel to rectify reconciliation issues where customers claim invoices were not received in the needed manner.
• Act as a liaison between sales, customer service, billing, IT, and customer’s personnel on key collection issues.

Key Responsibilities and Accountabilities:

• Collect payments to achieve monthly/yearly over 60-day collection goals. Responsible for all accounts (highest to lowest) within assigned portfolio.
• Logs all collection call activity to ensure ease in follow-up and review/follow-up as needed by other AR personnel where needed.
• Provide timely, accurate, and professional “collection updates” to aging reports allowing for needed updates for weekly, and month-end results reporting.
• Provide AR Manager weekly credit hold updates on accounts within assigned range to ensure customers are removed from credit hold as needed.
• Take lead in identifying problem collection accounts and escalating to AR Manager for consideration of placing with an outside collection agency. Ensure sales team is advised of any accounts sent to collections.
• Process customer invoice and statement requests. Utilize the Web Method Ac-hoc reporting tool as necessary to provide requested invoices. Assist with uploading invoices to customer portals as necessary
• Review and reconcile accounts for write off or 3^rd party collections placement
• Answer calls on the AR incoming phone loop and handle issues as received.
• Collect phone credit card payments and forward to cash applications team for processing. Send confirmations to customers after processing.
• Process incoming e-mails from customers.
• Process return mail items, address change e-mails, and contact change requests
• Process internal and external Sales Force tickets within the prescribed SLA

• Handle mid-size accounts
• Handle VIP & top customer accounts.
• Perform related duties as assigned

Minimum Requirements:

• Able to work a full-time schedule
• Able to work overtime as needed to meet SLA’s
• Accurate and professional written and verbal communication skills
• Able to perform in a deadline oriented, dynamic environment
• Demonstrate analytical skills to identify payment trends and take appropriate action
• A team player willing to assist when needed to improve existing and over-all performance
• Able to document the results of collection activities and follow-up on payment commitments.

Skills and Abilities:

• NetSuite Experience

• Minimum 5 years business to business collections and account reconciliation experience
• Able to work independently as well as with a team
• Detail oriented
• Excellent problem solving, negotiation and written communication skills
• Good organizational, people, and multi-tasking skills
• Proficient in Excel and Word

Education:

• High School diploma or GED required
• Associate degree preferred