Inbound Customer Service Representative and Outbound Collector - JobRialto : Job Details

Job Summary: The Inbound Customer Service Representative & Outbound Collector will manage customer interactions by answering inbound calls, processing payments, making credit decisions, and handling delinquent accounts. This role requires strong communication skills and the ability to resolve disputes, make payment arrangements, and meet collection goals. The position also involves outbound collection responsibilities, including credit limit assessments and coordinating with field staff to reduce delinquent accounts. Key Responsibilities:

• Answer inbound phone calls from internal and external customers, providing exceptional customer service.
• Process customer payments and make credit release decisions by following established procedures.
• Refer customer disputes to field personnel for final resolution and escalate collections or dispute situations as necessary.
• Assist in meeting team inbound service level standards.
• Investigate and analyze credit information while adhering to established guidelines.
• Contact customers regarding delinquent payments and assist in the collection of past-due accounts.
• Provide customer support via chat on the Client's website.
• Participate in outbound collections, performing credit limit assessments and working toward reducing delinquent payments.
• Lead or participate in monthly conference calls with field staff (e.g., Territory Managers, General Sales Managers, Order to Cash Champions).
• Meet monthly goals to reduce DSO (Days Sales Outstanding) and minimize delinquency in 30/60/90-day buckets.
• Work on assigned accounts daily, ensuring all efforts are noted.

Required Qualifications:

• Proven customer service skills, with the ability to resolve issues and handle difficult conversations.
• Familiarity with Microsoft Office basics and the ability to type efficiently.
• Experience in credit or collections is a plus.
• Strong analytical and problem-solving skills.
• Ability to communicate clearly, both verbally and in writing.

Preferred Qualifications:

• Experience with customer service in a financial or collections environment.
• Knowledge of customer service scenarios, including dispute resolution.