Credit and Collections Analyst/Associate

Job Summary:The duties of Collections Associate II will be focused on collection of monies due and reducing the delinquency of assigned accounts. This includes high volume phone calls to assigned delinquent customers and/or correspondence in a fast paced goal oriented collections department. The Associate will reconcile customer disputes as they pertain to payment of outstanding balances that are due and manage the aging of the assigned AR. Take appropriate action and provide feedback for customers on service restriction or disconnect report. Communicate effectively with manager to achieve optimum performance. Establish and maintain effective and cooperative relationships with other LOB s. Prepare and maintain reporting to track progress.Essential Job Functions:Support multiple accounts (~2,000 assigned accounts not logos) all within the SMB and General Business tier focusing on maintaining customer relationship.Monitor and maintain assigned accounts and reduce delinquency.Provide customers with balance information, including detailed balance statements.Research and reconcile customer accounts as necessary including correcting billing errors, reconciling misapplied cash, performing account adjustments, requesting credit memos and requesting small balance write off recommendations.Review aging of assigned accounts and prioritize contact in the work queue daily for optimum collections from delinquent accounts and reduction in AR via calls and email.Serve as tier II back-up on credit process and provide sound decision making on all credit applications.Confer with customers via telephone or correspond in email in order to obtain payment on past due accounts in accordance with collections policy.Provide detailed documentation within the collection system to explain the action taken or the promise made. Track and report productivity.Respond to inquiries in a timely and effective manner and treat customers fairly and consistently.Identify impediments to payment, take steps to resolve issue as well as prevent the issue from recurring. Escalate as appropriate to manager.Communicate with internal departments such as Billing and Service Delivery by phone and email to investigate complaints, verify accuracy of charges, or to correct errors on accounts.Be actively involved in continuous improvement by identifying opportunities or working on project teams to improve collections practices within the SMB and General Business group.Specific Requirements, Skills&Education:College degree in Accounting/Finance or related 2-5 years related work experienceStrong negotiating and reconciling skills along with strong attention to detailAbility to communicate professionally and effectively with customers and levels of management.Strong written and verbal communications skillsAbility to define problems, identify solutions and follow through to completion.Effective time management skills and ability to multi-task and adapt to changing environment.Proficient in the use of Computers and ability to learn new applications and Software.Strong MSOffice skills, with a focus on excelExperience in collections and additional specialized or technical training.