Billing Specialist II (Contractor)

Job Description:
Responsible for inbound and outbound communications to customers regarding account payments.
Processes and verifies accurate payment of invoices.
Maintains all assigned credit accounts. Provides research, auditing, reporting and performs other assigned tasks as required.
Works with moderate supervision/guidance. Is accountable for individual results and impact on team.

Job Description: Core Responsibilities:
Contacts customers with delinquent accounts and attempts to determine reason for overdue payment.
Arranges for debt repayment or establishes repayment schedule based on customers' financial situation.
Receives payments and posts amounts paid to customer accounts.
Issues daily reports on the status of delinquent accounts and tracks collection efforts.
Performs various administrative functions for assigned accounts, such as recording address changes and purging the records of deceased customers.
Keeps up-to-date on working applicable state and federal laws regulating collection activities.
Handles bankruptcy programs.
Processes and schedules soft no-pays.
Issues workflows from customer service or agency issues.
Updates collection agency to remove accounts.
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
Other duties and responsibilities as assigned.

Employees at all Levels are Expected to:
Understand our Operating Principles; make them the guidelines for how you do your job.
Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
Win as a team - make big things happen by working together and being open to new ideas.
Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
Drive results and growth.
Respect and promote inclusion & diversity.
Do what's right for each other, our customers, investors and our communities.

Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Must have internet at home and MUST be on camera with full attendance for this role Please ensure candidates are aware of this and are good before submitting for review.

Shifts are:
10a-7p M-F
8a-5p EST M-F
10 agents per shift

Please include on the resume which shift(s) they want

100% virtual; anywhere in the US

Training 2-4 weeks; training will be 8a-5p for both shifts; after training they will then move to either the 8-5 or 10-7p shift.

This group does commercial collections and Accounts Receivable with large customers these are high profile high end customers that pay considerable amounts per month;

For example, a customer may be a 1mil dollar account; most dont have financial problems, would likely have a billing issue or reason why payment isn't coming through.
Would mostly be problem solving / obstacle preventing from paying

Working out of 8 separate billers lot of software to look through

Inbound and outbound calls ave call volume can be high
8-10 min calls, 50-100 calls per day; the entire day is taking calls

Agent would get 2 fifteen min breaks and 1 hour lunch along with coaching with direct supervisor for call evaluations

KPI scorecard; schedule adherence is big in this space start work on time and how much time was spend working; conversion rate how many converted to a promise or payment or resolution; also a QA goal listening to calls, agent will also hear those calls; everything is measurable

Work off fiscal month 22nd to the 20th

Expectation to be facilitating phone calls all day long call center environment
This is not payment services, this is collections

Everything is team based; communication through Teams with their team face to face; a lot of communication throughout the day; stay focused and communicative to their supervisor as well
Can participate in incentives and contests;
Ok if they dont have collections experience is ok, needs
Majority is inbound calls

Previous virtual experience is helpful
Sales or service industry works well like retail or restaurant as waiter/waitress;
It is possible that this could lead to FTE, although it is not definite.