Job Summary:
The Payment Resolutions Associate is responsible for locating and notifying customers with delinquent accounts and attempting to secure payment. Payment Resolutions is also in constant contact with sales representatives to ensure recovery of funds and give status updates regarding their accounts. This position assists customers with understanding of invoices and researches short-paid invoices.
Duties and responsibilities:
Core duties and responsibilities include the following. Other duties may be assigned.
- Performs research on past due receivables.
- Calls customers in attempt to determine reason for overdue payment, reviewing terms of sales, service, or credit contract with customer.
- Prepares documents and sends files of accounts to attorneys and collection agencies.
- Processes requests for copies of invoices or other backup documentation in a timely manner.
- Researches all short-pays, credits, and balance dues in their entirety and provides clear documentation to the customer requesting resolution.
- Follows outlined escalation process on problematic accounts depending on sales channel.
- Maintains files and documentation thoroughly and accurately, in accordance with company policy and accepted account practices.
- Maintains customer records and notates all correspondence accordingly.
Qualifications:
- Identifies and resolves problems; gathers and analyzes information; develops alternative solutions; works well in group problem solving situations; uses reason when dealing with emotional topics.
- Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance; meets commitments.
- Maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
- Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; writes clearly and informatively; presents numerical data effectively; able to read and interpret written information.
- Meets productivity standards; completes work in timely manner; strives to increase productivity.
- Must have excellent communication skills, written and verbal. Must have the ability to read, analyze, and interpret documents, technical procedures, or company memos.
- Ability to calculate figures and amounts such as discounts, interest, and percentages.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.