Customer Account Specialist

Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Primary Function

Responsible for the collection of delinquent balances and outstanding non-payment collection from external customers. The incumbent will use a variety of communication methods and strategies to ensure funds and payments while maintaining strong customer relations.

Responsibilities

• Generates aging reports and performs analysis on accounts within an assigned portfolio.
• Serves as the first point of contact for customers on account related issues.
• Identifies and analyzes accounts with past due balances; portfolio consists of complex, high volume accounts requiring extensive analysis and customer contact.
• Contacts external customers to negotiate and ensure account payment and resolution of past due balances by means of telephone, email, mail and by Zoom.
• Contacts customer regarding repayment of deductions/short pays and works with other departments to resolve any issues – maintains accurate notes for all deductions and report results at manager meetings.
• Analyzes accounts to identify customers that may require credit suspension, rebilling, write-offs, or third-party collections placement and takes appropriate action in each instance.
• Records and maintains records of delivery to document services/products were rendered.
• Ensures all contact information is correct for assigned portfolio: contacts, phone, address, email, A/P, Payor account, etc. and updated as notified.
• Performs account analysis with explanations and answers to any inquiries; handles escalated, complex, or problematic calls from junior level collectors.
• Prepares documentation required for Legal Department and submit to management for approval; including analysis of payment history, invoice copies, detail any credits and any other entries on the account.
• Notifies appropriate management and sales of bankruptcy status and includes on monthly reporting; maintains all relevant files on designated shared drive.
• Communicates complex idea to external and internal customers and all levels of management.
• Manipulates large amounts of data and reports in Excel utilizing pivot tables and formulas to validate results.
• Identifies root cause issues and addresses customers to influence customer behavior.
• Recommends efficiencies to procedures and customer payment plans to ensure department goals are achieved.

Qualifications

• High school diploma or GED
• 3+ years related work experience or training
• Strong work ethic
• Must be self-motivated in a fast-paced environment

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Additional Qualifications:

• Strong negotiation skills
• Excellent business writing and speaking skills
• Superior customer service to both external and internal customers
• Problem solving skills; able to make quick, accurate, decisions on critical matters
• Detail oriented and good organization skills
• Demonstrated analytical skills
• Solid mathematical comprehension: proficiency with spreadsheets and databases, research and organize large volumes of data, basic accounting knowledge, basic understanding of interpreting financials
• Proficient with MS Office including intermediate Excel, Word, and Outlook
• Knowledge of SAP - a plus

Education

High School Diploma or GED

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.
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ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.