Customer Financial Services Representative 1

Essential Duties And Responsibilities

• Work individually and as a team member to achieve set collection goals and objectives.
• Analyze customer account to determine best solution to resolve invoicing issues and document resolution.
• Initiate calls to customers in order to secure payment for past due balances and negotiate and arrange payment plans for customers unable to pay within terms.
• Process customer credit card payments as needed to pay down open balances.
• Follow the Standard Work Schedule provided by management to efficiently work assigned accounts.
• Utilize the Customer Relationship Management system (CRM) to verify and update account information, record names, conversations, and establish follow-up tasks.
• Document, track and resolve customer issues and complaints.
• Collaborate with all internal departments to assure customers’ needs are met.

Cash Application Functions

• Accurately complete the following: apply/post credits and debits, deductions to invoices, cases and incoming remittances.
• Communicate with both internal and external customers to insure proper posting of items to the customer’s account and internal General Ledger (GL).
• Analyze customer accounts, at the time of application, for any skipped or partial payments, or customer errors.
• Contact customers immediately to resolve any remittance discrepancies.
• Work on the cash on account.
• Complete daily and monthly reconciliation and end of Month balancing.
• Document and communicate, with the Customer Financial Services Representative and customer, remittance issues to ensure smooth application.
• Maintain established deductions codes to notate debit notes, partial pays and cash on account.
• Identify and resolve payment discrepancies and record the cases in Customer Relationship Management (CRM) software.
• Escalate cases, as appropriate to management for review.
• Follow established procedures for processing receipts, cash etc.

Tax Certificate Functions

• Manage the sales tax certificates email box.
• Receive and validate all incoming sales tax certificates for new and existing customers and then set them up accurately and timely in the Avalara CertCapture software.
• Manage all sales tax certificates that are expiring by contacting customers to obtain, validate and setup new certificates in the Avalara CertCapture software.
• Communicate internally and externally with customer service, sales and customers if there are issues with their sales tax certificates.
• Generate and distribute expiration reports to the Customer Financial Services and Inside Sales teams for assistance with collecting new certificates.
• Utilize CRM to create templates to be used for expired certificate requests.
• Complete cases assigned to the cash application queue.
• Act as a backup for the cash application team.
• Act as a backup for Account Setup role.
• Act as a backup for the phone queue handling calls as needed during peak times, during our busy season or during times of vacations or alternate hours.