Administers and maintains large volume commercial customer accounts, educates customers on contract terms, reviews customer accounts, reconciles the accounts to determine discrepancies, investigates and determines the root cause of any discrepancies and resolves so that discrepancies do not reoccur to ensure that there are no overdue balances.
Calculates, prepares and authorizes adjustments or rebates up to the dollar limit delegated as per the Signing authorities and updates the accounts receivable system notes for all adjustments and other issues.
Establishes and maintains co-operative and effective relationships with large volume commercial customers, conducts courtesy calls on an ongoing basis and is the primary point of contact for the customers for billing, invoicing, account and settlement issues.
Exercises effective customer service, conflict management and negotiation skills when dealing with discrepancies, resolves customer inquiries in a timely and effective manner, co-coordinates various departments to resolve a customer issue and is responsible for all aspects of the Customer Service Index results and initiation of action plans to resolve issues.
Performs collection on high risk or past due accounts, monitors the customer risk indicator, acts on bankruptcy notices, proposals or receivership to ensure no further financial exposure to the Corporation.
Promptly acts on held orders by releasing/rejecting the orders and formally requests payment (either verbally or in writing) from the customer for overdue balances or over credit limit balances.
Interprets reports as required to effectively decide on appropriate credit actions including customer account closure or suspension from billing privileges.
Negotiates Payment Plan with customers in financial difficulties as per the departmental procedures and escalates possible collection risk or bad debt situations and recommends other collection alternatives including referral to legal or external collection agencies.
Maintains a current knowledge of the customer’s corporate structure, industry trends and remains current on contract terms and conditions.
Proactively monitors customer mailing patterns, credit and payment history in order to detect anomalies and thereby reduce the Corporation’s exposure to financial risk and reports on trends, key performance indicators, variances and corrective action.
Completion of post-secondary diploma in Accounting or Commercial or Administration or a related field.
4-6 years of related work experience is required.
Other Candidate Requirements
Knowledge of accounting concepts including income statements and balance sheets, accounting systems and procedures
Working knowledge of credit and billing policies and practices.
Conversant with customer service communication fundamentals
Knowledge of the FI/SD module of SAL and CRM, an asset.
Advanced computer skills, specifically with MS Office (Excel, Access), SAS Enterprise.
Process-oriented and a strong collaborator.
Demonstrates a strategic leadership style.
A thorough knowledge of pricing & financial tools, techniques, and guidelines.
Acts as a change agent partnering with business process owners and drives superb financial results through strategic pricing.