Client Accounts Receivable Specialist II

The Client AR Specialist II is for a self-motivated, results-oriented, enthusiastic individual who will work on a variety of collections and AR duties within our B2B programs, to include interacting with internal teams and external clients, customers and merchants. The individual must display a strong sense of urgency, and ownership when handling customer receivable inquiries. This role will provide direct support to customers, as well as the entire Client Accounts Receivable team for their daily responsibilities.

Duties and Responsibilities 

• Facilitate the execution of TreviPay's Standard Operating Procedures (SOP) to support
• B2B collection efforts. Call-first mindset
• Record all customer interaction details, comments, and complaints within the CRM
• system
• Provide an elite customer experience in all interactions via phone, email and meeting,
• with both internal and external stakeholders
• Answer incoming phone calls, make outbound calls, and successfully respond to
• customer inquiries within expected quality and timeliness measures (based on HEAR
• training).
• Meet/exceed departmental KPI's (past-due rate, 60+% and others as specified)
• Demonstrate the ability to meet/exceed both quality and productivity performance
• expectations
• Respond to requests for information, such as payment history and open invoice requests,
• and navigate core systems as needed
• Demonstrate the ability to solve for root cause, helping to set customers up for future
• success
• Manage relationships with large, strategically significant customers requiring frequent
• contact and a strong partnership
• Demonstrate proficiency in solving complex problems by both identifying root cause and
• independently taking steps to resolve the issue and prevent future occurrences
• Perform ad hoc account reconciliations to help determine if payment application or large-scale reconciliation is necessary

• Provide customers/clients with guidance on how to streamline their processes for operational efficiency
• Facilitate/lead conference calls with stakeholders as needed
• Participate in projects designed to improve organization processes or improve efficiency.
• Provide feedback and collaboration with other team members to improve training and documentation for processes and procedures
• Available to pivot to both other programs, teams, and markets as needed, including liaison with external customer support agencies (e.g. WNS) and nominated internal liaisons

Qualifications

• Ability to multi-task and make routine decisions
• Ability to work quickly and accurately simultaneously
• Ability to meet deadlines
• Customer-centric focus and professional demeanor
• Strong communication skills including writing, speaking and active listening
• Positive attendance, dependability, and reliability
• Proven ability to assess, prioritize, and balance daily workload
• Attention to detail
• Listens with empathy
• Good problem-solving and critical-thinking skills
• Good analytical skills
• Proficient in Microsoft Office Suite, with strong skills in Excel and Word
• Proficient in Salesforce
• Adaptable and fast adopter of TreviPay in-house IT systems