The HDE Settlement Coordinator is responsible for utilizing The Home Depot At Home Services systems and processes to coordinate all functions related to the collection of outstanding balances upon completion of jobs. This position is responsible for managing a book of business while partnering with field personnel to confirm completion of jobs. The coordinator will take necessary steps to resolve customer issues preventing payment and escalate issues as necessary. They will also partner with customers as necessary to close out jobs, including sending out written communications regarding account status.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
20% - Make outbound calls to document and coordinate next steps with field partners on all jobs within a book of business where issues with the process and/or installation were identified as a reason for the customer withholding payment.
20% - Contact customers daily via phone and electronic communication to settle/resolve outstanding balances on completed jobs. Partner with AR to verify pending payments.
20% - Daily review of customer account information for notes from the field and balance due to determine payment status and last communication with customer to identify next steps needed.
15% - Work with ISM/SM to resolve issues and determine other payment options, if a service needs to be completed, or if a job needs to be sent to collections.
15% - Take necessary steps to resolve customer issues preventing payment by following an escalation process with center management and field partners, getting status updates on open balances where the field is responsible for completing a task.
10% - Follow a collections process when unable to establish communication with a customer, or when able to establish communication but a customer is in disagreement with terms and all other methods to resolve the dispute have failed.
NATURE AND SCOPE
This position reports to Operation Manager.
This position has 0 direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Years of Relevant Work Experience:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Knowledge, Skills, Abilities and Competencies:
- Ability to communicate clearly and concisely (both written and verbal).
- Proven ability to manage multiple projects simultaneously; keep accurate records and follow up as necessary.
- Strong sense of urgency and problem solving skills.
- Highly organized approach and ability to work in a fast paced environment.