Collections Representative

Position Summary:

Under minimal direction from a manager, the Representative, Credit & Collections 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 turned over to outside collections vendor.

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 whether a payment arrangement is needed and in the best interest of Inmar


* Use research, interactions with customer and judgement to recommend accounts for suspension of services and/or outside collections; ensure collection activities are properly documented and reviewed with Credit and Collections 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 outside collections based on account analysis and risk considerations

Operational (40%)


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


* Understand customers’ payment policies and how they differ from contractual terms; document and work with manager to determine the best way to handle


* 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 Collections 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 activity metrics

Required Qualification:



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


* 3 or more years of related work experience in a ollections/Accounts Receivable 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


* P...