Representative, Payment Operations

Position Summary: 

Under minimal direction from a manager, the Representative, Payment Operations is responsible for monitoring assigned customer accounts for delinquency, processing past due notices and addressing delinquency with clients, reconciling customer disputes for outstanding balances and maintaining collection activity metrics.  The Representative relies upon their research, account interactions and judgement to negotiate payment arrangements that are satisfactory to the company and/or to recommend the account be placed on suspension.

Primary Accountabilities: 

Analytical (50%)

• Analyze delinquent balances; complete account analysis looking at the customers full book of business with Inmar to determine next steps

• Contact customers regarding their delinquent invoices and determine next steps.

• Use research, interactions with customer and judgement to recommend accounts for suspension of services, ensure collection activities are properly documented and reviewed with Manager

• Track and calculate customers payment trends for customers who are routinely delinquent; flag those accounts for escalation

• Verify validity of account disputes by obtaining and analyzing data from sales, service departments, and customers; reconcile customer statements and work as necessary to resolve the dispute

• Recommend clients for suspension/termination/outside collections based on account analysis and risk considerations

• Track client terminations, ensure proper documentation, and process deposit refunds in accordance with company & contracted policies and timelines.

Operational (40%)

• Work with internal Client and Billing Teams to troubleshoot issues that impact customers’ ability to initiate payments

• Post incoming cash on a daily basis and balance books for the day/week/month.

• Provide invoice and statement copies as requested; work with the Billing Team to revise invoices as necessary

• Answer incoming collection calls, emails, including emails in the team shared Inbox

• Recommend customers pay via ACH versus check to initiate faster payment 

• Escalate collections issues per department guidelines as necessary

Administrative (10%)

• Maintain customer contact information as needed

• Communicate customer requests regarding future invoices to the Billing and Client Teams

• Maintain collection and A/R activity metrics

• Participate in Yearly Accounting Audit as requested by the accounting department.

Required Qualification: 

• Preferred Bachelor’s degree in business administration, accounting or related field

• 3 or more years of related work experience in a collection’s specific role; or any equivalent combination of training and experience required to complete the essential functions/job responsibilities of the position

• An understanding of billing, collections and receivable procedures

• Good communication skills; ability to explain detailed financial information to customers 

• Proficient in Google Office Suite, Microsoft Office, Excel

Individual Competencies:

• Adaptable: Responds to change with a willingness to learn new ways to accomplish work

• Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent

• Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach

• Problem Solving: Gathers and analyzes information to generate and evaluate solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information

• Collaboration: Works collaboratively with others to achieve group goals and objectives

• Urgency: Transfers mission to action by acting clearly and decisively to analyze and implement solutions regardless of pressure or uncertainty and maintains a sense of urgency to complete tasks, accomplish goals, and act in ambiguous situations

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is:  

• Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.

• Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.

• Rarely required to stand, kneel or stoop, and lift and/or move up to 15 pounds.

• Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations. 

• Treat clients and teammates with courtesy, consideration and tact; you also can perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client. 

• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results. 

• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability. 

• Understand that results are important and focus on turning mission into action to achieve results following the principles of agile, dynamic execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.

• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

We are an Equal Opportunity Employer, including disability/vets.

This position is not eligible for student visa sponsorship, including F-1 OPT or CPT. Candidates must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.