Member Experience Associate (Relief)

Customer & Collections Associate

Protects MTA revenues and maintains cash flows by providing excellence customer experience in taking payments and working with members on payment arrangements. Ensures timely action on delinquent accounts in order to reduce risk while treating members fairly and equitably. Ensures excellent customer experience with Billing by providing Service Order Quality Assurance. Works with customers on non-sales activities such as records only service orders, billing audits service orders, and customer documentation for discounting.

Illustrative Tasks:

• Responds to and researches customer payment or credit inquiries and complaints. Corrects Misapplied payments. Processes and create Care orders for customer credits.
• Stays current and knowledgeable of all MTA products and services, bankruptcy procedures, payment and collection guidelines, and other procedures/regulations/ processes as necessary.
• Performs Service Order quality assurance to ensure service order accuracy prior to final posting to billing. Processes residential service orders for posting. Assists with correction of non-posted internet usage and pre-billing control reports. Assists with correction of RDM equipment service order issues. Assists with revenue assurance clean- up projects.
• Takes payments over the phone and in person at designated retail location(s). Negotiates payment arrangements if needed under policy guidelines.
• Processes accounts for Temp Disconnect. Takes payments and reconnects accounts with payment of past due in full or payment plan. Negotiates payment arrangements if needed under policy guidelines. Runs reports associated with Suspends. Processes fees for reconnects. Provides Business Temp exempt list to Business QA to collect. Conducts outbound calls to attempt payment collection and restore services.
• Processes accounts for Broken Payment Plan suspends. Takes payments and reconnects accounts under policy guidelines. Runs reports associated with BPPs.
• Processes Permanent Disconnect service orders for those accounts that meet Perm Disconnect for non-pay criteria. Provides Business perm data to the Business QA Specialist.
• Answers Collections ACD phone system and interfaces with customers directly to take payments, discuss billing issues, help with Ebill, account reconciliations, NSF checks, payment plans, bad debt and bankruptcies. Conduct outbound calls on permanently disconnected account to attempt collection of outstanding revenue.
• Processes Credit Refunds for those disconnected accounts with a credit balance that meets criteria. Transfers credits to associated statements and processes small balance write offs.
• Processes Collections Letters on accounts that have been written off to Bad Debt, reviewing the accounts for term of disconnect, transfers to active statements, small balance write off, or any unbilled NRCs.
• Processing Accounts to send to Cornerstone Collection Agency. Updating the Cornerstone database with payment information for accounts with Bad Debt payments taken at MTA. Researching and submitting information to Cornerstone on disputed accounts.
• Updates customer records such as but not limited to spelling errors, address changes, update cvc, add adult with access, completing field technician/billable labor charges, return device equipment, and contact information at the customer request. Conduct outbound calls to obtain or updated any customer contact information.
• Types correction service orders to add unbilled or missing services identified during billing audits. Tracks and reports errors to Revenue Mgr.
• Assists customers with documentation for discounts, assist with autopay if needed, and complete the forms for billing to add discounting charge code. May include follow up calls to customer.
• Customer call backs from inquiries that are non-sales related.
• Distributes proper equipment and materials to customers in office.
• The Customer & Collections associate is also responsible for other duties as assigned

Knowledge, Abilities and Skills:

• Displays initiative and resourcefulness in assisting customers and identifying ways MTA can improve internal processes and efficiency.
• Ability to reconcile customer statements and explain them to the customer.
• Ability to demonstrate telephone etiquette skills.
• Ability to speak clearly and understandably with a pleasant voice.
• Listens actively.
• Ability to tolerate stress well and bounce back from criticism.
• Ability to handle difficult customer situations firmly and professionally.
• Team player who is friendly and outgoing, tactful and diplomatic, warm, caring and helpful, but also able to work independently.
• Ability to operate basic office machines (printer, copier, letter stuffer, etc.) and various telecommunications equipment.
• Knowledge of spreadsheet software (Excel) and basic bookkeeping terminology and fundamentals.
• Knowledge of MTA billing and service order data entry procedures.
• Knowledge of federal and state collection rules and regulations.
• Appropriate use of written communication skills using correct grammar, sentence structure, spelling and vocabulary. Write with clarity and good organization.