Account Resolution Specialist
Overview: This position is responsible for locating and notifying customers with delinquent accounts and attempting to secure payment or payment plans to bring their accounts current.
Qualifications:
- High school diploma or equivalent required
- 1+ year of collections, accounts receivable, customer service, or related experience preferred
- Strong communication, negotiation, and customer service skills with the ability to handle difficult conversations professionally
- Strong problem-solving skills and the ability to investigate account issues, identify solutions, and resolve barriers to payment
- Basic computer skills, including Microsoft Office and the ability to learn company software systems
Primary Responsibilities
- Handle and resolve customer accounts that are 30, 60, 90+ days past due
- Focus on commercial delinquent accounts, with support to residential accounts as needed
- Contact customers by phone and email to recover outstanding balances
- Bring delinquent accounts current through payments or approval payment agreements
- Provide invoices, statements, account summaries, or other requested documentation to customers
- Explain charges, rate structures, and account activity relevant to the past-due balance
- Assist with verifying service levels or scheduling service (only when needed to resolve the balance)
- Work with internal departments (billing, customer service, dispatch, sales) to resolve issues delaying payment
- Record all communication, payment commitments, and account actions in the system accurately
- Monitor assigned accounts using aging reports and follow the appropriate follow-up schedule
- Maintain professionalism and follow all company guidelines, policies, and confidentiality standards
- Any other tasks or projects as assigned
