Senior Collections Specialist

Main purpose of the role: Responsible for payment collections to ensure all past due amounts are collected while preventing the aging of current balances. Responsible for all customer communications (including dunning, refunds and statements) and dispute resolution to ensure all customer portfolios are in compliance with established payment and credit terms.

Responsible for mentoring, coaching and training select Collection Specialists to improve their “soft skills” and abilities with regards to collections.

Responsible for administrative functions as designated by the Collection Manager including but not limited to, working with sales team and other departments.

Major areas of responsibility: Document collection activity and research efforts into the specified database. Mentor, coach and develop select team members in all aspects of collection activity and research efforts into the specified database.

Main Tasks:

• Contact Customers to pursue for payment and reconcile all differences in AR between Zim and customer
• Effectively manage relationships on account between customer, Sales, DSG/CS and Finance to promote timely collection according to terms
• Reviews all customer AR balances to ensure billing/invoice and payment accuracy.
• Serve as main contact on all accounting aspects of the customer’s account.
• Exhibit an understanding of the company capabilities and service, and effectively communicate all policies and terms to the customer.
• Provide oversight and assistance to facilitate timely resolution and payment
• Escalate any delays in resolution issues/problems to Dispute Management, Director of Finance, or other departments as needed
• Produce and distribute daily, weekly and monthly reports as required
• Reports provided as requested and required by Management
• Create and implement training processes for team for onboarding and continuing education on job functions
• Create, monitor and continuously improve training manual for use by Collectors
• Work with select team members to improve collection processes including use of shadowing and feedback sessions
• Bring CS problems to the attention of Management that impact customer satisfaction and their ability to pay
• Participate in resolving issues by working with other internal departments and/or other agencies
• May include managing relationship with 3rd party agencies
• Improving reporting capability and analyzing collection data to drive results
• Improve functionality of working with 3rd party payment agencies like CASS, CTSI, US Bank, etc

• Minimum of five years of collections/AR/industry and/or related experience

• Strong knowledge of commercial collections experience required

• Intermediate to advanced Microsoft excel proficiency

• Accounting software - SAP knowledge in FI/CO (preferred)

• Microsoft office suite proficiency

• Motivated, goal oriented, persistent and a skilled negotiator

• High level of initiative and works well both independently and in a team environment

• Able to handle stressful situations and deadline pressures well