Sr. Collection Research Specialist (Virtual, US)

Position Summary
Duties include advanced level of independent client collection activities supporting the credit & collection organization. Position will manage a portfolio of clients where collector is making regular contact to resolve past dues. Sr. Collector will be able to resolve most collection situations with minimal assistance from management. Provides internal reporting on those collection efforts through documentation in ARIS and report creation to accommodate client requests/requirements as needed in Business Objects and/or Power BI. May involve extensive interaction with Account Management, Billing department, Cash application, Pricing/Contract Administration and Operations departments to support the collection process. Will have direct contact with clients on collection issues. Responsibilities may include tasks that require higher level accounting, analytical or negotiation skills. Provide feedback on process improvements.
Functions and Responsibilities
% of Time Description of Duty
80%
• Respond to customer inquiries through extensive research with other internal departments
• Provide additional information when requested and work with departments to revise billings when needed.
• Ability to research & resolve common billing questions without seeking assistance from billing department
• Understanding of major components of our business activities including:
◦ Basic structure of pricing models where applicable
◦ Understanding of the client’s procurement processes
◦ Understanding of all situations that cause variances between quoted amount and amount invoiced to our customers
◦ Understanding of processes to communicate error in concise manner to parties responsible for correcting invoices and/or commissions
• Understanding of systems used to ensure our invoices and supporting documentation are delivered to the party responsible for coordinating payment
• Understanding of key elements procurement process, Purchase Orders scope, Cost Centers, billing entities, approvers, escalations, portal functionality and approval/disbursement cycle of each client. Ability to determine which step(s) each client contact is performing.
• Proficiency in navigating through complex decentralized organizations, multiple financial/accounts payable groups & audit firms to understand invoice flow & approval process
• Ability to concisely communicate complex issues appropriate for the intended audience
• Thorough knowledge of multiple system applications and ability to quickly locate information to resolve issues
• Provide support to the cash posting department on details relating to customer payments
• Advanced research skills and ability to identify and resolve root cause issues impacting client’s payment timeliness.
• Absorb and cross-train on additional duties as needed. Take initiative to understand supporting processes that impact collections.
• Assist with collections of other divisions including Intercompany and Moving Services.
• Ability to adapt collection approach to client specific issues with timely follow up and escalations as appropriate to the amount and age of the receivables.

5% • Assist with training of new employees
15%
• Perform other administrative activities as assigned. Typical activities include capturing data from various administrative systems for inclusion in management or customer reports.
• Updating information in collection systems including contact details, conversations, issues affecting payment timeliness and client process documentation.
• Monitoring or performing upstream activities with an objective of improving customer invoices.

Qualifications and Preferred Skills
• 5+ years of experience in collections
• Must demonstrate advanced level critical thinking skills, problem-solving skills, and ability to independently research complex issues.
• Detail oriented
• Excellent Customer Service skills
• Strong written and oral communication skills with the ability to communicate complex issues effectively and concisely.
• Excellent organizational skills and ability to prioritize work effectively
• Must be an independent worker and possess the ability to work in a dynamic, fast paced environment
• Advanced skill level and knowledge of Excel is required including pivot tables, V-Lookups, Conditional formatting, etc
• Financial/Accounting knowledge preferred
• Ability to maintain composure and work through difficult situations