Franchise Revenue Specialist

Overview

The Revenue Specialist I serves as the first point of contact for customer billing issues and past due balances. They work to ensure timely repayment plans are made and collection efforts are handled correctly to minimize revenue loss. They focus on monitoring and resolving past due balances, to ensure new customers are set up correctly for billing purposes, and research billing and payment inquiries as needed.

• Performs collection duties associated with outstanding balances and delinquent accounts.
• Responds to incoming calls and e-mails in multiple systems.
• Oversees communications, timely responses to emails and requests (internal and external).
• Keeps detailed notes on customer accounts to ensure continued follow up for account resolution.
• Meets KPI Standards as per the company procedures.
• Responsible for handling questions and complaints regarding invoicing.
• Escalates advanced customer issues or higher balance account concerns to second and third tier for management review.
• Helps to coordinate calls between departments as needed to provide account resolution.
• Maintains high level knowledge of other Ops departments and/or systems.
• Assist customers with internal system navigation:
  Uone, Speedship, Payment Portal.
• Explains charges and credits to customers, sales and management.
• Converts customers payment methods to electronic/autopay.
• Processes point of sale payments, handles customers banking and credit card info while being PCI compliant.
• Communicate payment issues with the sales team.
• Remedy returned, declined and fraudulent payments that occur.
• Research misapplied/unpaid payments.
• Arrange payment plans for customers that would otherwise be sent to an outside collection agency.
• Works closely with team members to create ways to bring in revenue.
• Suspends accounts as needed.
• Monitors suspended accounts for payment in the case of reactivation.

• Verbal and written communication.
• Critical thinking.
• Organization.
• Resourceful.
• Time management.
• Analytical.
• Debits and Credits.
• Basic knowledge of red flags.
• Basic knowledge of industry.
• Working knowledge of Microsoft Office programs.

• Bachelor’s degree in finance, accounting or equivalent preferred.
• Minimum of 1 year experience in Collections, Customer Service or a Financial role.

• Mid-Senior level

• Full-time

• Accounting/Auditing and Finance

• Freight and Package Transportation