Specialist, AR Collection & Deduction

OCS AR Collection and Deduction Specialist

POSITION

PURPOSE:

The OCS AR Collection and Deduction Specialist partners with sales and customers to identify and resolve AR collection issues. The AR Supervisor will lead a team of AR specialists who support assigned portfolios, primarily focusing on local account collections and small- to medium-chain account customers.

The position manages the company's AR function, including customer contact, invoicing, reporting, collection, and adjustment processing, while facilitating the completion of all departmental goals.

DUTIES AND RESPONSIBILITIES:

Work independently in a supervised distributed workforce environment via Higher Radius. Provide Accounts Receivable and Collections services to customers for all Lines of Business supported, including small to mid-market customers. Act as an expert advisor on Accounts Receivable and Collections services and provide support on client servicing and financial operations-related items, including account reconciliation, collections, analysis, and problem resolution.

Act as the primary point of contact for billing and collection inquiries from internal and external business partners. Research and resolve a variety of complex internal and external inquiries.

Efficiently and accurately perform moderate to complex Accounts Receivable activities, including, but not limited to, billing, cash application, reconciliation, customer research, and exception activities for all supported lines of business.

Create, review, and recommend necessary documents to generate customer billing. Provide accurate and complete information to business partners and customers and assist them in understanding the billing and collection process.

Resolve billing disputes and payment issues by using a data-driven approach, analyzing and reviewing information, and providing alternate solutions.

Resolve outstanding aging balances for accounts using knowledge of business systems and their relationship to billing and collections.

Execute internal and external collection activities to maximize cash flow and ensure company policy, procedures, and financial controls compliance.

Recommend billing adjustments, write-offs, and customer refunds to management, ensuring documentation is prepared for review and approval.

Prepare timely and accurate billing and reconciliation reports as needed.

Identify at-risk customers based on established triggers. Coordinate with customers, sales, management, and other key business partners to solve issues impacting billing and receivables strategies.

Analyze customer requirements, educate on capabilities, and, in collaboration with the account team, recommend structure, membership, and billing to support complex requirements and performance standards.

Comply with and maintain data integrity of confidential information, security policies, company policies, internal controls, and procedures.

Help onboard and mentor new teammates and flex as needed to support the business needs.

Confirm that accounts receivable are current, that collections strategies are in place to balance customer service and meet payment goals, and that the department adheres to all company policies and procedures.

Proactively monitor customer account details for non-payments, delayed payments, and other irregularities. Design, implement, and monitor a plan for collecting outstanding amounts due.

Measure customer service standards and key performance indicators and report on monthly A/R activities, including:

• % of A/R current
• % of A/R greater than 30 days
• % of A/R greater than 60 days
• Customer satisfaction
• Invoice accuracy rate

Assist with month-end and year-end closing as required. Assist with A/R collections by directly contacting customers; investigate and resolve customer queries as required.

Make and assume other duties and responsibilities required or assigned by management. Adhering to the Code of Business Ethics is essential. We value honesty and integrity above all else and we expect our employees to be committed to the highest ethical standards. Maintain high safety standards. Safety is personal for us all.

KPIs:

• Measure performance against Service Level Agreement
• Days Sales Outstanding
• Deductions aging
• % of A/R Greater than 90 days past due
• % of current A/R

CONTACTS:

Internal:
This role interacts with all corporate departments, including IT, Finance, Sales, Operations, Administration, and Executive Committee members

External:
Vendors, customers, and 3rd party partners

SUPERVISORY RESPONSIBILITY:

This is a cross-functional role that includes both direct and non-direct reports.

KNOWLEDGE AND SKILLS REQUIREMENTS:

Excel software knowledge required.

EDUCATION AND EXPERIENCE:

Two to three years of Account Service or Banking/Accounts Receivable experience or equivalent experience demonstrating the ability to build effective relationships and resolve various issues. Bachelor's degree in Accounting, Finance, or a related field preferred. One year of experience working in an ERP-based Accounts Receivable…