Bilingual Accounts Receivable Specialist I

This position is for a self-motivated, results oriented, enthusiastic individual who will work on a variety of collections and AR duties within our B2B programs, to include interacting with internal teams and external clients, customers and merchants. The individual must display a strong sense of urgency, and ownership when handling customer receivable inquiries. This role will provide direct support to customers, as well as the entire Client AR team for their daily responsibilities.

 

o   Meets or exceeds all criteria and expectations of a CARS I

o   Establish and maintain relationships with strategic customers

o   Communicate directly and regularly with TreviPays’ client regarding key client customers

o   Subject Matter Expert in AR and/or fluent in multiple AR programs/systems

o   De-escalate challenging customers, clients or merchants.

o   Provide primary support for escalated inquiries from internal and external customers

o   Recognize and resolve complex issues quickly, conducting research and analysis as necessary to solve outstanding receivable balances

o   Assist with training and mentoring Accounts Receivables Specialists

o   Tactfully navigate challenging conversations while adapting to various communication styles

o   Minimal travel to customer locations as needed to build and maintain relationships

o   Required to exceed the expectations for department metrics, program Service Level Agreements and department Service Level Standards

o   Illustrate initiative; proactively contact customers and merchants to address, identify and determine the root cause of issues

o   Ability to act as a shift point of contact providing direction to the team while ensuring appropriate coverage is met

o   Serve as a leader for TreviPay policies/procedures

o   Maintain existing process and procedure documentation to ensure documents are always current.

o   Assist in creating documentation for new processes and procedures

o   Demonstrate professionalism: Maintain accountability, promote respect, stay work-focused, be punctual, demonstrate positive attitude, minimize conflict, encourage others

o   Help create a culture of excellence by exceeding expectations for metrics and SLAS; providing ongoing learning sessions and collaborating with team and Leadership

o   Provide assistance to internal departments to address program challenges impacting clients, merchants and customers, including after hours on call issues and incident management

o   Proactively identify process enhancements that will improve department results and efficiencies

o   Conduct testing and QA of the system including escalating system defects ensuring resolution

o   Assist Leadership team in completing Receivable tasks for new program implementations.

 

o   Interact with business customers to resolve outstanding receivable issues

o   Facilitate the execution of collections treatment schedule, to include calls, treatment emails, account suspension, and recovery placement

o   Make daily business to business collection calls

o   Conduct account research and analysis

o   Prepare and maintain various reports

o   Maintain an accurate aging report

o   Identify and execute necessary account adjustments

o   Send aging details to outstanding customers

o   Responsible for tracking and resolving outstanding payment issues

o   Provide exceptional customer support while resolving outstanding receivables

o   Route escalated requests and unresolved issues to the appropriate team members (e.g.: tier 2 or 3 or Leadership)

o   Record customer interaction details, comments, and complaints within the CRM system

o   Required to meet or exceed department metrics, program Service Level Agreements and department Service Level Standards

o   Actively participate in learning sessions

o   Provide feedback and collaborate with other team members to improve training and documentation for processes and procedures

o   Demonstrate professionalism: Maintain accountability, promote respect, stay work-focused, be punctual, demonstrate positive attitude

o   Participate in skip level meetings with Leadership to provide team, personal and program feedback; system program and role recommendations for improvements; requests for resources/tools for role, program, and system; effectively communicate needs from Leadership

o   Accept the need for change and adapt positively to internal and external changes

o   Provide feedback and assistance for processes and procedures for new program implementations

 

o   Meet the criteria as outlined above and have 2 years related accounts receivable experience or the equivalent combination of education and experience

o   Fluent in English (required); additional languages such as Dutch, German, French, or Spanish, etc. are a plus

o   Strong ability to resolve challenging customer situation

o   Solid negotiation skills under difficult circumstances

o   Excellent listening skills

o   Coachable with ability to improve performance based on feedback

o   Highly competent with Outlook, Word and Excel

o   Must be willing to share information, advice, and suggestions to help others to be more successful

o   Ability to consistently exceed expectations in an ever-changing environment

o   Proven ability to prioritize multiple tasks

o   Strong critical thinking and analytical skills

o   Professional written and verbal communication skills