Customer Credit And Collections Specialist

ABOUT YOU

Are you passionate about delivering scalable solutions and experiences aligned with business strategies, and ready to join an inclusive work environment committed to excellence, to precision, to constant improvement, to new ideas, and to delivering value? If the answer is "Yes!", then we have an exciting opportunity for you based in our North Little Rock, AR headquarters.

The Customer Credit & Collections Specialist will play a key role within our Global Business Services (GBS) team and be responsible to perform credit and collection activities. You will work closely with stakeholders across and at various levels within the organization to further implement our credit and collections strategy, drive reductions to our cash conversion cycle time, continuously improve our processes, and improve our overall customer satisfaction.

WHAT WE CAN OFFER YOU

Our mission is supported by our Principles: We Value Our People, We Value Our Community, We Value Our Clients, and We Value Our Shareholders. We care for the well-being of our people and offer:

• Remote or hybrid working arrangements, as needed.

• Competitive compensation package: pay range of $20.00 - $25.00 depending on experience and location.

• Competitive medical, dental, and vision insurance coverages.

• 401(k) with a competitive 4% employer match.

• Progressive vacation policies and company holidays to ensure work/life balance for our people.

• A financial assistance program to help support peers in need know as the Montrose Foundation.

• Access to attractive student loan rates to optimize your student loan payoff plans.

We are looking for an experienced candidate that possesses industry best-in-class credit and collection skills within a multi-channel business model and has utilized collection-specific software systems, exhibited excellent verbal and written communications, has a proven track record of successfully recovering aged and delinquent customer accounts, understands how to continuously improve processes, and values improving customer satisfaction. This role will be responsible for working closely with internal stakeholders and for contacting clients to collect outstanding balances, negotiating payment arrangements, resolving issued related to overdue balances, providing reporting and analysis to leadership, engaging in special projects, etc.

This candidate believes in innovation and challenging the status quo, pressing for efficiencies of process and new ways to best service the customer while achieving the company's desired performance outcome. He/she understands the importance of data-driven decision making and effectively measuring performance through regular KPI reporting and monitoring.

A DAY IN THE LIFE

• Account Management:

• Manage a portfolio of aging or delinquent accounts to collect outstanding balances.

• Conduct thorough account reviews and update records with the latest information.

• Proactively identify and assist in timely resolution of unapplied and/or misapplied customer payments to prevent and/or clear past due balances.

• Focus on continuous improvement - refining current processes, tools, and servicing capabilities that further enhance both customer and stakeholder experiences and financial results.

• Customer & Stakeholder Interactions:

• Contact customers via phone, email, and mail to discuss overdue balances.

• Negotiate payment plans and settlements within company guidelines.

• Provide exceptional customer service and maintain a professional demeanor during all interactions.

• Work closely with and support key stakeholder and business partners in fulfilling their needs.

• Record Keeping:

• Document all collection activities, customer interactions, and payment arrangements accurately within the collection system.

• Prepare and maintain detailed reports on collection status and progress.

• Compliance:

• Ensure compliance with Federal, State, and Local collection laws and regulations.

• Adhere to company policies and procedures during all collection activities.

• Maintain a strong control environment, particularly as it relates to SOX controls.

• Problem Resolution:

• Investigate and resolve any discrepancies or disputes related to customer accounts.

• Collaborate cross-functionally to address and resolve complex account issues.

NECESSARY QUALIFICATIONS

To perform this job successfully, individuals must be able to perform each duty and responsibility, listed in the A Day in the Life section above, satisfactorily. The requirements listed below are representative of the knowledge, experience, skills, and/or attributes required. Reasonable accommodations may be made to enable individuals with disabilities to perform the duties and responsibilities.

• Bachelor's degree in a related field (Accounting, Finance, Business Administration, or a similar discipline)

• Minimum of 3-5 years of experience in collections and debt recovery, preferably within a multi-channel professional services company doing business in an industry such as environmental consulting, legal services, etc.

• Proven track record of meeting or exceeding collection targets and goals.

• Ability to continuously improve business processes with strong focus on improving quality and productivity.

• Exceptional verbal and written communication, strong negotiation, and problem-solving skills

• Proficiency MS Office 365 Products (Word, Outlook, Teams)

• Intermediate experience in Microsoft Excel, including advanced formula knowledge and experience with Pivot Tables

• Service-oriented mindset with ability to interact with business partners across business units and at varying levels within the organization.

• Familiarity with collection specific software systems (especially High Radius) and ERP systems (especially Workday).

• Strong understanding of relevant legal and regulatory frameworks

• High level of professionalism and ethical standards in dealing with customers and their financial challenges.

• Ability to handle sensitive information confidentially.

• Strong attention to detail and organizational skills.

• Ability to work independently and as part of team.

We are going to be blunt - the way we work may not suit everyone. We are a fast-paced, dynamic and high-growth company. You are your own boss, but you will get tons of guidance and plenty of support from talented, super-smart colleagues and its service providers. Therefore, if freedom, autonomy, and head-scratching professional challenges attract you, we could be the perfect match.

Want to know more about us? Visit montrose-env.com and have fun!

Montrose is an Equal Opportunity Employer. Montrose is committed to recruiting and hiring qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status. Montrose is committed to providing access and reasonable accommodation in its employment for individuals with disabilities.

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