AR Specialist URGENT

extra holidays
Work set-up: 
Full Remote
Contract: 
Work from: 

Offer summary

Qualifications:

Experience in accounts receivable or collections roles., Strong communication and customer service skills., Proficiency in using collection and accounting software such as Sage Intacct., High school diploma or equivalent; a bachelor's degree is a plus..

Key responsibilities:

  • Conduct outbound collection calls and emails to customers.
  • Maintain accurate records of collection activities and customer communications.
  • Resolve billing disputes and coordinate with internal departments.
  • Track and report on collection metrics to reduce accounts receivable delinquency.

CallTek logo
CallTek XLarge https://www.calltekinc.com/
5001 - 10000 Employees
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Job description


Responsibilities

  • Collections’ Agent will conduct outbound collection calls in a professional manner to maintain customer relationships.
  • Instructs customers how to process payments via company’s online portal
  • Provides daily, weekly tracking reports & metrics on outstanding AR
  • Documents collection activity within company collections module and Microsoft Teams shared Excel files including saving of customer communications and updating Sage Intacct Collections module with dates of phone calls & who was contacted and results of conversation
  • Provides customer invoices, statements and contracts as requested by customer.
    • Reviews customer account information with customer
      • Accountable for resolving clientbilling problems and decrease accounts receivable delinquency
        • Identifies and fully documents any disputed items from customers
        • Provides approved ECOs and travel documentation as requested to customers
        • Coordinates with internal Single Digits departments for resolution of disputes
        • Ensures customer payment is received after dispute is resolved
          • Answers inbound calls as received to AR general phone line to assist customers with their questions
          • Responds to customer inquiries as received into the AR and collections email distribution lists
          • Listens to voicemails received by customers and returns customer calls
          • Process dunning notices upon request
          • Maintains and follows brand standard collection processes
          • Payment application
          • Additional collection and accounts receivable support including invoice generation, as requested
            • Specific Collection Processes:

              • Statements:
                • Processes Statements to customers on the 15th of each month (14th if the 15th is a Saturday and 16th if the 15th is a Sunday).
                  • Finals Collection Processes:
                    • On 6th business day of month (or earlier, when final invoicing activity for prior month has been completed as notified by Single Digits ARFinance management)
                      • Contact via phone call and email to all customers who received a final invoice to confirm receipt of invoice and identify any questions on the invoice that would prevent ontime payment
                        • Track resolution of the issues (e.g., obtain current taxexempt certificate for updated invoice, supporting documentation as needed, etc.)
                            • Contact via phone call and email to all customers whose final invoices are 5 days past due
                              • Identifies when payment will be received
                                • Contact via phone call and email to all customers whose invoices are 15 days past due
                                • Participates in Collections Suspension process once invoice is greater than 30 days.
                                  • MRR Collection Process:
                                    • Call customers who have aged MRR invoices, prioritizing those who have 2 or more months aged first, and confirm receipt and payment.
                                      • Follows AR collection escalation process
                                        • Notifies management of any difficult customer conversations
                                        • Notifies management of any disputed items
                                        • Notifies management of any changes that need to be recorded for customer suspension process as soon as information is provided (e.g., received customer payment online so that support can be notified to restore services, customer inquiries for payment plans or provides extenuating circumstances for consideration of extension of payment date to avoid suspension, including providing proof from customer)
                                        • Of note, Single Digits preference is to receive 100% payment and payment plans are very rare. These must be reviewed and approved by Single Digits Finance Management (VP, Finance or Corporate Controller) and may not be offered as an option by Collection Agents unless specifically directed by Single Digits FinanceAR Management.
                                        • Single Digits charges a fee on credit cards for credit card payments over a specific threshold. In general, these fees are not waived and can only be done when approved, in advance, in writing, from VP, Finance, Corporate Controller or other delegated FinanceAR management personnel.
                                          • Suspension Process
                                            • Maintains and follows specific suspension collection processes which includes carefully documenting multiple phone calls and email communications to customer leading up to suspension if payment is not received within the twoweek timeframe.
                                              • This includes ensuring emails follow specific written instructions, and include specific Single Digits personnel as per processes
                                              • Updates customer records with new customer contact information
                                                    • Prioritization & Metrics:

                                                      • Prioritization
                                                        • Final Invoices immediately past due
                                                        • Customers with 2 months aged monthly recurring revenue (MRR) invoices
                                                        • Invoices > 31 days past due
                                                        • Participate in weekly Suspension calls with other departments
                                                          • Ensure notes on weekly report is updated prior to meeting
                                                          • Provide additional commentary during meeting on customers as needed
                                                              • Metrics:
                                                                • Call 75 customers a day on past due balances, calling each customer up to 3 times a day until customer has been reached and then followup with an email for those who did not respond via the phone, as prioritized by AR management
                                                                • Maintaining the collections email queue so that customers are answered within less than 1 business day
                                                                • Ensure all customer epayments are processed within 1 business day of receipt (queue should be empty by COB each day)
                                                                • Impact Single Digits Days Sales Outstanding to be less than 35 DSO
                                                                • Impact Single Digits Aging so that total invoices +31 days past due is less than $ 2M USD on any given day
                                                                  • This trends to increase at the first and middle of each month, therefore specific effort towards contacting customers when invoices aged between 515 days is critical to the success of decreasing both DSO and aged invoice balances

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Microsoft Excel
  • Time Management
  • Teamwork
  • Communication
  • Problem Solving

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