Collecting delinquent accounts for Truist, a financial services company. Achieving performance expectations and providing exceptional client service.
About the role
- Collections Representative I managing past-due accounts at Canon Financial Services in a hybrid role. Responsible for customer service and maximizing account resolution within the required timeframe.
Responsibilities
- Providing customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments
- Responsible for monitoring and maintaining assigned accounts
- Customer calls, account adjustments, small balance write off, customer reconciliations and processing credit memos
- Build and maintain working relationships with Customers, Dealers, other Canon entities, and associates
- Follows through on all issues timely and accurately to resolution and ensure escalation when necessary for cases
- Resolve customer delinquency to ensure resolution prior to 90 days
- Accountable for reducing delinquency for assigned accounts
- Resolves disputes such as insurance, asset usage, sales tax, equipment disputes, property tax, monetary adjustments etc. in a timely fashion
- Has skip tracing/account reconciliation knowledge
- Update core systems with case management while updating and maintaining both the contact and virtual account database
- Responsible to provide professional, courteous, responsive and accurate service to our customers that is in harmony with the Canon Brand image
- Effective and efficient handling of customer transactions while maintaining customer focus, collaborating and communicating in real time
- Ability to make sound, factual based timely decisions to provide an extraordinary service experience with customers
- Successfully completes other projects as assigned by management
- Ability to manage customers with multiple schedules
Requirements
- Experience Preferred: 1 year of Collections/Customer Service experience
- High school diploma or equivalent is required; additional vocational training or coursework in a related field is a plus
- Strong verbal and written communication skills
- Intermediate knowledge level of Microsoft Office products
- Requires individuals to work successfully within a team environment and inter-departmentally to ensure service levels, group and individual metrics are met
- Proven analytical problem solving skills and basic math skills required
- Ability to multitask and excel in a fast paced environment
- Strong ability to prioritize, with excellent time management skills
- Successful utilization of systems: SalesForce, Unified Desktop, Leasewave
Benefits
- Health insurance
- 401(k) Savings Plan
- Discretionary profit sharing
- Discretionary success sharing
- Educational assistance
- Recognition programs
- Vacation
- and much more.
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