The Collection Specialist is responsible for reviewing overdue or delinquent accounts, contacting residential and commercial customers, and managing all collections efforts. In addition, the Collection Specialist is responsible for providing excellent customer service to quickly resolve delinquent accounts communicating effectively to all departments with the status of assigned accounts.
Essential Functions, Duties, and Responsibilities
Tasks may include, but are not limited to the following:
• Generating A/R (Accounts Receivable) collections reports daily to identify past due accounts.• Reviewing accounts, payment and billing history, and other information on overdue accounts.• Conducting outbound calls and managing inbound calls to resolve overdue customer accounts.• Requesting payment of delinquent accounts through phone calls, emails, and sending letters.• Posting payments to accounts, applies credit/adjustments, if necessary.• Providing excellent customer service regarding collection issues, process, and reviews account adjustments,resolves residential and commercial discrepancies and short payments (remittances) to create a positive customer experience.• Monitoring and maintaining assigned accounts to include ensuring account information is correct and/or updated.• Reducing delinquency assigned accounts while meeting defined company goals and activity metrics.• Communicating and follow-up effectively with management regarding customer accounts on a timely basis.• Communicating clearly and concisely with customers, technicians, sales staff, and department heads to resolve issues.• Documenting all notes, resolutions, agreements, and other information accurately into customer’s account using database(s) i.e.
PestPac and forwards to appropriate associate, if necessary.• Providing support to other departments as needed.• Additional projects as assigned.
Required Qualifications: Education, Experience, and Skills
• High School diploma or equivalent.• 1 or more years of experience in billing, collections, or customer service.• Exceptional written, verbal, and interpersonal communication skills.• Strong customer service skills.• Working knowledge of Microsoft Word, Excel and Outlook required.• Reliable transportation to and from work.• Ability to calculate basic math.• Must be able to pass a seven-year criminal background check.• Must be able to pass company drug screen and/or substance abuse testing.
Associated Knowledge, Skills, and Abilities
• Previous collections and/or accounts receivable experience is preferred.• Ability to use a multi-line telephone system, copy/fax machine, scanner, printer, and postage meter.• Ability to define problems, collect data, establish facts, and draw conclusions.• Ability to interpret an extensive variety of information and deal with abstract and concrete variables.• Proficiency in PestPac is ideal.• Ability to establish and maintain effective internal and external relationships.
License/Certification Preferred:
• N/A
Working Environment
Work is performed in a typical interior office setting with moderate noise levels in addition to managing multiple projects at one time that may be interrupted frequently to meet the needs and request of employees, customers, and management or VP-level or higher.
Working Conditions/Physical Requirements
Physical activities include using fingers to type, etc., talking, and hearing in a sedentary work environment. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or fabrication parts at distances close to the eyes.
Equipment or Machines Routinely Used in This Position
Required to use keyboard, mouse, and other electronic accessories in addition to monitors, computers, laptops, mobile devices, tablets, presentations remotes, televisions, printers, scanners, postage meter, multi-line phone, headset, or Bluetooth related devices.
Review Procedures
A regular review and evaluation of the employee’s work performance will be conducted.Apply for this job
