Billing & Collections Specialist

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Description

Job Purpose

This individual will be on the frontline and serve as the face of the Billing department when customers call in. The specialist’s main duty will be to manage customer interactions for CallTower’s billing and collections efforts. They will be responsible for assisting customers with obtaining invoices, providing portal access to view invoices, make payments and retrieve call records, and provide general information. For past due accounts, the individual will maintain accurate information regarding collection attempts and follow established process to collect on balances. For more complex issues, the Specialist will open a case and assign to the appropriate group for further assistance.

Duties

• Point person for customer interactions: o Handle calls from customers dialing in directly, or warm transferred from another dept.
• Monitor internal escalations to Billing from Support via the Billing Collaboration Channel.
• Investigate and resolve basic customer inquiries while on the call as needed
• Capture more complex issues in a Billing case (sent to Triage queue)
• Read and respond to e-mails directed to Billing / Collections via SalesForce & Outlook
  
  

Billing Tasks

• Provide invoices, registration code to billing/payment portal, pull call detail records
• Review requests/disputes to credit applicable charges (Ex. support and late fees)
• Apply charges and credit to accounts as needed, within established limit thresholds
  
  

Collections Tasks

• Be online available to take payments over the phone, and reinstate service if suspended
• Communicate requests to extend time to pay, or set up payment arrangements
• Educate customers with regards to credit policy and dispute process
• Support the Billing/Collections Specialist II and Analysts
• Maintain up-to-date records in SalesForce, including case type, status, and frequent comments
• Professionally communicate with internal and external personnel via phone, email and video call
• Constant customer engagement with frequent follow-ups and closing the loop at resolution.
• Perform other related duties as required and assigned by management
  
  

Essential Skills And Experience

• 2-4 years of work experience in billing, collections, or related areas (i.e. accounts receivable)
• Bachelor’s degree or approximately six years of relevant work experience strongly preferred
• Ability to follow established processes
• Proficiency in Microsoft Excel, Word, and Outlook
• Must be self-motivated with strong time management skills
• Excellent written and verbal communication, demonstrates active listening and comprehension skills, able to present information in a clear and persuasive manner
  
  

Benefits

• Annual market comp evaluation
• 85% employer paid medical plans (HDHP and PPO options)
• Dental/Vision
• PTO accrual starts day one
• 100% 401k match on first 4%
• Paid Parental Leave
• 100% Employer paid life insurance, LTD, EAP, telehealth, Gym Pass
  
  

Salary Description

$48,000 to $55,000 a year