Job Details
Description
The Opportunity
We are looking for Customer Care Account Support agents to proactively contact customers with past due invoices via phone, email, and written correspondence to engage in a partnership with the client to resolve outstanding amounts to avoid any issues with future purchases.
What You'll Do:
- Investigate why an account is past due, and resolve billing disputes or discrepancies by coordinating with internal teams to determine root cause and appropriate resolution. Create related "cases" to escalation queue to be managed.
- Contact and document interactions related to delinquent accounts, escalating according to company policy and timelines.
- Maintain detailed case notes/files documenting communication history, payment agreements, disputes, adjustments, and other relevant financial information.
- For disputes, adjustments, and other related requested payment alternatives, create related cases to the escalation queue to be managed.
- Work and manage regular reports provided by the AR/Collections teams on aging receivables, collection requests, and account status to management.
- Support credit and billing policy reviews by providing feedback based on trends in delinquency and customer behavior with management, while maintaining confidentiality of customer financial information and adhere to relevant laws and regulations.
Why You'll Love Working Here:
- 100% remote if you live in one of the following states: Arizona, Colorado, Delaware, Florida, Georgia, Illinois, Kansas, Maryland, Minnesota, Missouri, Nebraska, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas, West Virginia, or Wisconsin -- all work will be conducted in the Central Time Zone.
- Starting pay of at least $22.00 per hour.
- Monday thru Friday, 8 AM to 5 PM (Central)
- Paid time off and paid holidays,
- Medical Insurance benefits, including no-cost virtual doctor visits.
- Dental, Vision, Paid Life Insurance, and Pet Insurance
- 401K with company match
- A very supportive work environment that we expect you to maintain and enhance
What You'll Bring:
- Extreme attention to detail.
- High school diploma or equivalent required.
- Reliable internet connectivity.
- Designated quiet work environment. This role is not a substitute for childcare, eldercare, side gigs, etc.
- 1–3 years’ experience in accounts receivable, billing, collections, or a related customer-facing finance role.
- Strong communication skills (telephone and written) with an ability to remain professional and empathetic during difficult conversations.
- Strong customer service orientation and conflict-resolution skills.
- Ability to analyze account trends and prioritize payment efforts effectively.
- Discretion and integrity when handling sensitive financial information.
- Top-notch organizational skills with attention to detail and ability to maintain accurate records.
- Problem-solving mindset and ability to triage and suggest best business practices.
- Ability to work independently and as part of a cross-functional team.
- Must be able to pass a federal level background check.
And it would be nice if you have ...
- Basic accounting knowledge and familiarity with payment processing and ledger reconciliation.
- SAP experience
- Service Cloud experience
- Experience being managed with performance metrics and meeting collection targets.
The Team
Avantive Solutions is a rapidly growing global business providing contact center and business process outsourcing (BPO) solutions; we’re the frontline for some of the most recognized companies in pet care and telecommunications. We take pride in delighting our clients, engaging our teams, and giving back to our local communities!
We support a purpose-driven culture that thrives on innovation, embraces inclusiveness, and welcomes fresh perspectives. At Avantive, our collaborative environment allows our employees to learn daily and do meaningful and impactful work.
Avantive Solutions employees work in an exciting environment that demands exceptional performance and offers great benefits. If you like being part of a growing company and fast-paced team, you'll love your career with us! We are an equal opportunity employer.
