Sr Associate, Customer Accounts Specialist (Finance Revenue)

Job Overview

Under general supervision of the Revenue Control and Collection Supervisor (RCCS), performs a variety of customer service and parking accounts receivable tasks by preventing or investigating complaints pertaining to parking charges and performs corrective actions, pursues collection of parking revenue, and prepares and maintains a variety of records, reports and correspondence.

What you will be doing:

• Supports high volume inbound and/or outbound Finance parking accounts receivable contacts. Listens or reads keenly and researches issues raised on each call or written contact to understand the nature of inquiry and provide timely, accurate and complete resolution.
• Investigates unique parking guests’ inquiries and takes the appropriate action; through a refund and/or reduction of parking fees due.
• Performs quality control procedures on supporting packet(s) of Parking Control System’s documentation used to resolve guests’ parking fee inquiries.
• Performs duties in the Parking Control System workstations and ancillary systems to research parking operations and resolve customer parking fees or operational disruptions.
• Creates payment documentation to process payments for parking accounts receivables and unblocks North Texas Toll Authority (NTTA) Toll Tag for future access into the DFW parking system.
• Performs a higher level of troubleshooting of parking fee, parking access, and device reader problems utilizing the Parking Control System screens, written systems documentation, operational processes and controls and other available resources
• Contributes to the development of Finance parking accounts receivable procedures, forms, and online materials
• Supports Finance Parking Revenue Team by performing any number of assigned tasks – including but not limited to:
  • Receives and processes daily incoming unpaid parking fee mail. Performs a blind audit of the daily incoming unpaid parking fee mail and records all received documents including credit cards for application to unpaid parking fees in the accounts receivable debt management system and prepares the daily bank deposit.
  • Performs check processing for parking fee refunds by preparing the checks for a secondary review and audit including hotels on Airport Premises, Valet, and parking customers.
  • Coordinates daily entry of unpaid parking fees into the debt management system. Reviews and reconciles records to ensure accuracy and completeness of source data and input.
  • Manages the NTTA Toll Tag Exception Report for declined credit cards, including blocking the NTTA Toll Tag for future parking until unpaid parking fee debt is resolved.
  • Coordinates the daily DFW Valet audit report for integrity and tracking. This report is vital to resolution of future Valet parking incorrect charges
• Performs parking revenue special projects and all duties assigned by the RCCS or their designee. Work collaboratively with other team members in support of the entire team’s, department, and organizational goals and objectives, to develop efficient processes for handling issues and to resolve problems when they occur. Actively participate in team building activities.

What you need:

• Completion of high school curriculum or equivalent.
• Three (3) years of increasingly responsible administrative or customer relations experience.
• Any equivalent combination of education and/or experience may be substituted for the above.

Required Knowledge, Skills, and Abilities:

• Develop an understanding of the DFW Airport Board parking fees and finance policies when responding to internal and external customer inquiries.
• Develop an understanding of, and compliance with DFW Airport and NTTA Payment Card Industry (PCI) information security standards and policies.
• Ability to prepare written correspondence displaying basic business writing and grammatical skills while using business English and its proper use.
• Knowledge of professional and departmental appropriate office practices and procedures.
• Ability to operate personal computer for purpose of entering, organizing and retrieving data with a proficient in in data entry procedures.
• Ability to work within a team environment to accomplish departmental objectives by contributing to the
• Finance parking accounts receivable team to meet production standards, deadlines and work schedules.
• Proficient in Microsoft suite.
• Skill in recording and proofreading data.
• Ability to collect, analyze, interpret, and present data for use by management.
• Ability to prepare and present concise oral and written reports.
• Ability to maintain effective working relationships with colleagues and other work groups.
• Ability to utilize specialized computer data, program software and systems.
• Ability to read or listen to and clarify then research, identify the nature of a customer’s inquiry to provide a timely, accurate and complete resolution.
• Ability to work with Airport Board staff and the general public in a professional manner in order to exchange information and resolve operational concerns.

Effort:

• Uses professional business and phone etiquette.
• Works in an open office environment.
• Exchanges information by telephone, in person and in writing.
• Professional communication with internal and external guests
• Ability to maintain professional behavior under stressful situations.
• Utilizes multiple databases and different computer systems.

About Us

We are Dallas Fort Worth International (DFW) Airport-one of the most successful airports in the world by any definition. We are recognized for our innovation, leadership, drive for excellence and talented employees.

Our success is made possible because of the diverse talents of over 2,100 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We are looking for the best talent to join us and help reimagine what an airport can be.

Bring your talents to DFW. Live and work with purpose.