Collection Service Representative (CSR) (CSR)

TITLES COVERED

Titles covered under this job description: any employee working 1st Party Accounts Receivable – ‘Collection Representative’, ‘Customer Service Agent’, ‘CS Agent’, Collection Agent’, ‘Agent’, and ‘Client Service Representative’.

The job description will remain the same for all levels of CSR, except for the Required Education and Experience and Additional Eligibility Requirements sections. Titles such as ‘Senior Collection Service Representative’, ‘CSR II’, or ‘Agent III’ will use this same job description but with elevated experience requirements.

OBJECTIVE

The role of the Collection Service Representative (CSR) is to support the needs of our clients in delivering exceptional service to their customers through telephone and where applicable email communication. The CSR will engage with customers to support the resolution of order issues, answer questions on their accounts and elevate any concerns to the proper team.

PRIMARY JOB DUTIES

1. Work in assigned queue or worklist with goal of meeting daily targets of at least 150 outbound calls placed each day; specific targets may change based on client assignment and/or client expectations
2. Meet established internal quality objectives including Monthly Account Audits and Call Quality Reviews, including client specific metrics related to call or quality measures
3. Meet performance and maintain productivity requirements each day as based on time gap or other reporting

SECONDARY JOB DUTIES

• Uphold and utilize a professional and courteous tone and language at all times

• Advise customers of open receivables to obtain payment status, timeline of payments, or address any issues preventing payment

• Use client-specific systems to review and research additional account details

• Provide invoices or other related documentation to account holders

• Continuously seek to improve business knowledge, quality assurance scores, and other metrics (e.g. volume of calls, activities, accounts worked per day)

• Maintain organized electronic file storage of documents and emails, ensuring relevant forms are properly noted and saved in designated locations

• Take ownership of any assigned accounts in queue and/or work in group queue as needed

• Work cohesively in a team to participate on special projects or initiatives as directed

• Meet regularly with Supervisor for performance review and coaching sessions

• Continuously seek opportunities for process improvement and propose ideas

• Foster effective communication and collaboration between countries and cultures within all regions

• Assist in 1st Party AR project work as required

• Act as backup to other members of the1st Party AR Department

• Maintain a high level of professionalism and confidentiality with all information entrusted with

OTHER JOB DUTIES (Built by HR and included on all Cadex job descriptions)

This position will perform other duties as requested. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without advanced notice.

SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibilities

WORK HOURS

It is essential that this position adhere to the assigned work schedule. This can be either a full-time position or part-time position and may vary based on the individual’s time zone, subject to change with advanced notice. Schedules and hours required may also vary by region, department, client, and/or team. Schedules will be assigned on an individual basis by the manager/supervisor of the position.

TRAVEL

No travel is expected for this position

WORK ENVIRONMENT

This job operates either in an office setting or a remote work environment. This role may routinely use standard office equipment such as computers, headsets, telephones, webcams, photocopiers/printers, and related. The noise level in the office setting is limited to quiet and the work environment noise level will vary based on the individual’s remote work environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to talk and hear and work with others through verbal and written contact. This is a largely sedentary role; however the employee is occasionally required to stand, walk, use hands, and reach with hands and arms. Specific vision abilities required by this job include general seeing and close vision. Repetitive motion is frequently required through typing and computer mouse usage. Mental requirements include simple and complex reading, simple and complex writing, memorization, analyzation, perception/comprehension, decision making, planning, independent action, and planning.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

EEO STATEMENT

Cadex provides equal employment opportunities to all employees without regard to race, color, creed, religion, sex, age, national origin, disability, marital status, familial status, predisposing genetic characteristics, domestic violence victim status, gender identity or expression, pregnancy, sexual orientation or military status.

Qualifications

COMPETENCIES

• Ability to work in a team-based environment in shared tasks and projects

• Professional demeanor

• Proficient written and verbal communication skills

• Proficient comprehension skills

• Time management and organizational skills

• Basic math skills

• Proficient telephone skills

• Proficient in MS Office

REQUIRED EDUCATION AND EXPERIENCE

Level 1 - High School Diploma or general education degree (GED) – 1 year transferrable experience

Level 2 - High School Diploma or general education degree (GED) and 2 – 3 years transferrable experience

Level 3 - High School Diploma or general education degree (GED) and 3+ years transferrable experience

Level 4 - High School Diploma or general education degree (GED) and 5+ years transferrable experience

Refer to “Additional Eligibility Requirements/Responsibilities/Qualifications section for other qualifications in lieu of years of experience.

FLUENCY

This position requires fluency in the English language. Fluency in other languages may be required based on location, client, department, or project.

ADDITIONAL ELIGIBILITY REQUIREMENTS/RESPONSIBILITIES/QUALIFICATIONS

Level 1 - None required for this position

Level 2-4 – Employees may have performance qualifications for this position in lieu of years of experience, such as excellent performance, advanced or specific skills, advanced or specific client-level interactions or responsibilities, or other related qualifications. Other skills required may include understanding of clients and industries, more enhanced communication skills, exceptional time management and organizational skills, and/or basic understanding of finance and accounting.