Responsibilities
- Manage the complete lifecycle of customer issue resolution for accounts with intricate billing, reconciliation, or systemic challenges.
- Enhance accounts receivable outcomes by executing targeted initiatives based on data analysis to achieve financial and operational goals.
- Take ownership of high-priority, escalated cases and collaborate with customers and internal teams to deliver timely resolutions.
- Conduct thorough root cause investigations and deploy long-term fixes to eliminate repeat problems.
- Serve as a subject matter expert in customer issue resolution and provide guidance to team members.
- Act as a go-to resource for colleagues handling difficult cases or sensitive customer engagements.
- Maintain high service standards through clear, professional, and empathetic communication via phone, email, and virtual platforms.
- Develop trusted relationships with customer contacts by understanding their specific needs and adapting strategies as needed.
- Work closely with departments such as Sales, Customer Service, and Credit Risk to resolve underlying issues and enhance processes.
- Participate in or lead initiatives across departments to reduce overdue accounts, fix systemic issues, and increase customer satisfaction.
- Engage with internal partners to create and roll out scalable solutions for persistent account difficulties.
- Leverage advanced reporting systems like SAP, Salesforce, Excel, and Power BI to assess payment behaviors and detect risks or opportunities.
- Record all case details, resolution actions, and insights accurately and clearly.
- Track performance relative to key metrics and suggest improvements for sustained success.
Benefits
- Medical, Dental, and Vision Coverage
- Health Savings Accounts
- Health Care and Dependent Care Flexible Spending Accounts
- Disability Benefits
- Life Insurance
- Voluntary Benefits
- Paid Time Off
- Retirement Benefits
Work Arrangement
Remote (Country)
Work location
Remote-United States
Travel
May include up to 10% domestic or international travel
Relocation Assistance
Not applicable
Work Authorization
Candidates must be legally authorized to work in the country of employment without employer sponsorship for a work visa
Compliance
Employees must adhere to corporate policies, procedures, and security standards
Work Location Restrictions
This role does not permit work from unincorporated areas of Los Angeles County
Not available
