Customer Account Specialist (Collections) (Berkeley Heights, NJ)

Customer Account Specialist (Collections) (Berkeley Heights, NJ)

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Job Description:

This customer delivery position manages the customer lifecycle and collection process (if applicable). The Customer Account Specialist (CAS) monitors, reports, documents and resolve payment deviations (payment delays). The CAS will serve as the accounts receivable point of contact for the customer, resolving any invoicing and payment queries and ensuring the customer has an effortless customer experience. The CAS will be responsible for meeting the company’s AR targets, the role will work very closely with the customer’s accounts payable team to ensure payment, and with internal functions to ensure all invoice payments are applied and closed.

This is a hybrid position, based in our Berkeley Heights, NJ office, two days a week.

Responsibilities:

Deliver customer experience within the lifecycle processes:

• Service requests of customers through different access channels (email, phone, post, customer portal)
• Build and maintain strong internal and external customer relationships.
• Demonstrate understanding of customer infrastructure, processes, and key customer contacts.
• Support Total Customer Experience

Collection & Delinquency Management:

• Prepare monthly collection strategies and establish action plan to meet/exceed metrics.
• Report progress during AR review meetings and effectively forecast month-end metric results.
• Manage collection balances per Customer.
• Target Open A/R > 30, 60, 90,180 days.
• Ensure Cash Allocation & Suspense management are managed timely and accordingly to policies and procedures.
• Document all collection activities in required applications.

Team:

• Communicate/escalate to CRM / PRM any customer changes quickly, consistently and effectively.
• Collaborate and engage with team members providing valuable input for customer projects/solutions.
• May act as a team or project leader validating deliverables and team decision making processes.
• Provides guidance and leadership to all colleagues.
• Proficient and compliant to internal processes and policies.
• Demonstrate sound judgment, prompt follow-up, and timely escalations.
• Escalate disputes and non-responsiveness effectively and timely.
• Proactive interaction and collaboration with various internal and external stakeholders (Outsourcing).

Competencies:

• Strong verbal skills resulting in successful collection of fees and timely management of returns.
• Working knowledge of the field of Customer experience relations.
• Demonstrate verbal and written communication and customer service skills.
• Good working knowledge in Microsoft Office (Advanced Excel, Word, Outlook, PowerPoint).
• Effective organization, time management, prioritization, follow-up and execution skills.
• Effective problem solving and issue resolution skills.
• Strong Enterprise Contributor skills to drive to the best business outcome for the customer and the company as a whole.

Experience:

• First-level university degree or equivalent experience.
• 1-2 years related experience in a customer service position.
• Collection experience preferred or relevant experience (financial, customer service/customer delivery).

#LI-Hybrid

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Relationship Management (CRM), Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity { 6 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#unitedstates #financialservices

Job:

Services

Job Level:

Intermediate

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $49,500.00 - $104,900.00

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories. .