Coordinator I, Financial Services

About the Role

The Financial Services Coordinator supports the Credit and Collections team by contacting customers to resolve past-due B2B trade receivables, documenting collection activity, and assisting with dispute research and resolution. This role follows established credit/collections policies to support timely cash collection and appropriate order release decisions, partnering closely with Sales, Customer Service, Warehouse, and Finance to deliver excellent customer service.

Responsibilities

• Contact customers (phone/email) to collect past-due B2B trade receivables; document outcomes and follow-up dates.
• Review aging and account status to prioritize outreach and support on-time cash collection goals.
• Research and help resolve payment issues (short pays, deductions, credits, proof of delivery, pricing/contract questions) by partnering with Sales, Customer Service, and Warehouse.
• Escalate complex disputes as needed.
• Set up and monitor payment commitments/payment plans in accordance with company guidelines and escalate delinquent accounts per escalation procedures.
• Maintain accurate customer contact information and detailed activity notes in the financial ERP system.
• Support credit/order release activities by following established policies and obtaining required approvals when an account is past due or on hold.
• Prepare routine reporting (e.g., aging, collection activity, disputes, cash/credit resolution) and communicate status updates to leadership.
• Participate in team meetings and complete required job-related training to build collections/AR knowledge and system proficiency.

Requirements

• High school diploma or recognized equivalent.
• Minimum of one year of experience in accounts receivable, collections, billing, cash application, customer service, or call center environment.
• Familiarity working with customer accounts, issue resolution, or payment follow-up (B2B preferred).
• Understanding at a basic level using an ERP (SAP preferred).

Skills

• Strong verbal and written communication; able to deliver clear, professional payment reminders by phone and email.
• Strong organization and follow-up discipline; able to manage multiple accounts and deadlines.
• Detail-oriented with accurate documentation and data entry.
• Basic to intermediate Excel and Outlook skills (sorting/filtering, email communication).
• Ability to learn new systems quickly and follow defined procedures/escalation paths in service delivery models.
• Professional judgment to identify when to escalate issues (disputes, credit holds, sensitive customers).
• Customer service/conflict resolution skills in a fast-paced environment (preferred).
• Comfortable discussing payments and navigating difficult conversations (training provided).

Physical Requirements

• Vision, hearing, speech, and movements requiring the use of wrists, hands, and/or fingers.
• Ability to view a computer screen for long periods and sit for extended periods.
• Occasionally lifts up to 20 lbs. and occasionally kneels and bends.
• Ability to work the hours and days required to complete the essential functions of the position, as scheduled.

Working Conditions

• Normal office setting.

Mental Demands

• Learning, thinking, concentration, and the ability to work under pressure, particularly during busy times.
• Must be able to pay close attention to detail and work as a member of a team to ensure excellent customer service.
• Ability to interact effectively with co-workers and customers, exercising self-control and diplomacy in customer and employee relations situations.
• Ability to exercise discretion as well as appropriate judgments when necessary.
• Proactive in finding solutions.