Strategic Client Services Representative II

About the role

The Strategic Client Services Representative II acts as the single point of contact and takes ownership of a portfolio of Canon Financial’s Strategic Clients, which can include large global corporations, state and local governmental entities, and the United States Federal Government.

Responsibilities

• Serve as the primary point of contact and owner for a portfolio of strategic clients.
• Respond to customer inquiries in a timely manner to provide best-in-class service while maintaining internal aging receivable levels.
• Conduct large-scale reconciliation and cash application analyses.
• Root cause, problem solve, and develop action plans for complex customer-facing issues.
• Handle issues spanning multiple disciplines across complex, multi-schedule clients.
• Develop, utilize, and translate multiple types of reporting to visualize portfolio and individual customer performance.
• Read, understand, and act on customer purchase orders, invoicing requirements, payment methods, and related processes.
• Execute end-of-lease processes, including buyout and upgrade quotes, equipment removal scheduling, and contract termination.
• Identify, understand, and oversee rebooking processes for customers stemming from errors or changes to contracts.
• Engage with internal Canon Financial resources, Canon USA, Canon Solutions Americas, and other sales channel representatives, as well as all levels of partners within strategic clients (from AP personnel to C-level employees).
• Complete high-priority projects assigned by leadership.
• Mentor and develop Level 1 associates; provide guidance, training, and assistance as needed.
• Cross-train across all disciplines involved in Strategic Client Services.
• Participate in companywide and interdepartmental initiatives as needed.

Requirements

• Bachelor’s degree or equivalent experience preferred.
• 3–5 years of collections/customer service experience.
• Strong verbal and written communication skills.
• Intermediate to advanced knowledge of Microsoft Office, specifically Excel and Word.
• Ability to work successfully within a team and interdepartmentally to meet service levels and metrics.
• Experience with large customers containing multiple schedules.
• Experience with governmental entities and payment application/reconciliation.
• Proven analytical problem-solving skills and basic math skills.
• Ability to multitask and excel in a fast-paced environment.
• Strong prioritization and time management skills.
• Proficiency with SalesForce, Unified Desktop, and Odessa LeaseWave (preferred).
• Minimal travel may be required (5%).

Pay

$21.91 – $32.80 per hour.

Schedule

Hybrid: in-office Tuesday and Wednesday; remote the remainder of the week (unless business needs require in-office attendance on other days). Schedules and office requirements may change based on business needs. Beginning July 2026, in-office days will shift to Wednesday and Thursday.

Benefits

• Medical, dental, and vision coverage.
• 401(k) Savings Plan with discretionary profit sharing and success sharing.
• Educational assistance and recognition programs.
• Paid vacation.