Customer Account Liaison ensures that the best collection effort is expended on customer accounts to maximize cash collections and minimize Days Sales Outstanding “DSO”. This position reports directly to the Collection Supervisor and primary focus is the build and maintain relations with Herc Sales Field Operations Teams while providing various support needs. This role has delegated duties such as training and mentoring teams to meet/exceed departmental objectives and goals, managing high volume and more complex AR portfolios, handling escalated collection issues, approving adjustments, KPI reporting, coordinating audit requests, and other duties as assigned by management. Solid B2B collections experience is needed in order to provide the best level of customer service while identifying high risk accounts with cash flow issues. Excellent customer service, negotiation skills and attention to details are required to help promote long-term business relationships with our customers and Internal Business Partners. Collection procedures have been developed to provide a systematic way of dealing with delinquent accounts while also retaining our customer’s loyalty and driving successful business results. Responsibilities include:
Assist Collection Supervisors in training and mentoring teams to drive efficiencies in processes.
Solve delinquencies on more Complex Accounts involving high dollar volume( excess of $1M) and higher risk accounts.
Proactively initiate escalated customer contacts to reduce open Accounts Receivable.
Build and maintain relationships with Internal Sales Management Teams and External customers
Provide and articulate receivables reporting analysis via Excel, Access, etc. as to maintain awareness of target KPIs.
Utilize appropriate judgment in processing adjustment disputes, resolving unapplied payments and possible account suspension due to non-payment.
Take proactive measures to escalate uncollectible accounts and bring material changes to department heads regarding financial position of customers.
Assist with on-boarding of new customer contracts and documentation of special handling accounts.
Assist in projects, process improvements, and other collection related tasks as identified by management.
3-5 years previous collections experience
4 year college degree or relevant experience
Internal Number: 1941
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