Track and manage suspended accounts and perform daily client outreach to resolve declined payments via phone calls, text, emails, and physical mail when necessary.
Perform day-to-day recovery transactions including verifying, classifying, computing, posting, and recording accounts receivable data.
Prepare and send out the following: delinquency notices, bank responses to client-disputed payments, and send default accounts to a third-party collection agency.
Verify discrepancies and resolve client billing issues.
Manage written communication between clients and internal teams regarding client account issues and documenting notes.
Collaborate with internal teams to educate them on Billing Best Practices to develop and enhance client success.
Respond to inbound and outbound calls from internal teams and external clients regarding delinquent account resolution and proactively resolves all outstanding issues.
Audit and refine revenue recovery processes to achieve daily/monthly/quarterly/annual revenue collection goals.
Daily personal course alignment with department and company goals.
Challenge the presumptions of typical workflow and offer alternative ideas and fixes that increase productivity.
Understand and perceive the client’s needs and provide solutions that benefit the client and company.
Target business improvements by measuring and monitoring continuous improvement initiatives.
Understand the techniques that we use for revenue recovery to streamline processes and identify opportunities for efficiency and platform transformation.
Understand and communicate the impact of changes to processes and how it affects financial goals.
Maintain high standards for protecting margin deterioration and identify ways to protect account churn and payment churn.
Skills & Requirements
QUALIFICATIONS:
2-3 years of experience in payment processing and/or collections preferred
KNOWLEDGE/SKILLS/ABILITIES:
Demonstrates the ability to meet productivity goals and deadlines
Ability to work well as part of a team
Experience with billing and/or database or CRM tools
Excellent written and verbal communication skills
Excellent customer service/success skills
Experience with Microsoft Excel
Must enjoy learning and be self-motivated with the ability to switch contexts as the needs of the business evolve
Sense of urgency and ability to adapt to change.
Comfortable working in a fast-paced, performance-oriented environment.
Organized with great attention to detail.
The duties and responsibilities described are not a comprehensive list. Additional tasks may be assigned to the employee or the scope of the job may change as needed by the business.
Revenue Recovery Specialist • Cambridge, ON, CA
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