Customer Service Admin - Collections

Job - Customer Service Admin - Collections

Location: Colorado Springs, CO – (Hybrid 1 or 2 day/week)

Pay Rate: $16-$18/hr. on W2

Duration: 24 Months

Job Description:

This role is part of the Credit and Collections Organization. The individual in this position will be a US citizen based out of the US and will work closely with various stakeholders in the customer organization, as well as internal teams such as Order Management, Sales, and Tax. The primary responsibility is to act as the first point of contact for any escalation related to Collection Issues.

Job Qualifications:

• Education: Bachelor’s degree in Finance, Business Administration, or equivalent experience.
• Experience: 1-5 years of relevant experience in customer service, finance, or collections.

Technical Skills:

1. WAWF Portal: Experience with the WAWF portal is required.
2. Microsoft Office: Proficiency in Microsoft Office, particularly Excel, is essential.
3. ERP Systems: Experience with ERP systems such as Oracle is preferred.
4. Project Management: Exposure to project management principles and tools.
5. Regulatory Knowledge: Familiarity with local tax regulations, contracts, foreign exchange, and third-party payment processes.

Soft Skills:

• Problem-solving: Ability to resolve complex issues effectively and efficiently.
• Proactive: A self-starter with a proactive approach to tasks.
• Communication: Strong communication skills, both written and verbal.
• Teamwork: Ability to work effectively in a team as well as lead autonomously when required.
• Growth Mindset: Positive attitude and eagerness for growth and learning.
• Collaboration: Capable of working well with cross-functional teams.

Key Responsibilities:

Customer Communication:

• Engage with customers regarding their account status and manage collections for outstanding payments.

Finance Coordination:

• Work with finance stakeholders to ensure payments are accurately applied, reconciled, and comply with requirements.

Government Billing:

• Track and manage Government billing processes, working with CSR and the web billing team to upload invoices to portals like WAWF, MPO, IPP, etc.
• Check WAWF for reports and ensure DCMA Inspectors have accepted and inspected them before invoicing.

Dispute Resolution:

• Resolve disputes regarding collections, customer billing issues, and coordinate with the customer and internal teams to provide resolutions.

Lockbox and Check Deposits:

• Handle lockbox rejections, deposits, and necessary correspondence with customers regarding refunds and adjustments.

Supporting Documentation:

• Collect necessary supporting documents from customers to ensure compliance with finance requirements.

Cross-department Communication:

• Act as a liaison between the Order Management team, Sales, Credit Department, and other teams for effective resolutions of issues or escalations.

Quality Control:

• Provide quality comments on invoices/accounts within the portfolio, ensuring regular follow-up according to the Collection Action Path.

Audit Support:

• Work with finance stakeholders to assist in internal and external audits and address audit letters from customers.

Bank Communication:

• Coordinate with banks to resolve issues related to payment processes such as cheques, letters of credit, and guarantees.

Reporting & Analysis:

• Take the lead on reports, providing analysis and solutions to meet desired results.

Problem-Solving:

• Help solve complex problems that might affect payments, including issues related to local taxes, LC, invoices, customs clearance, and foreign exchange.

Project Participation:

• Contribute to cross-functional projects and initiate new ideas for process improvements.