Collections Specialist

It's about more than the right fit. We're looking for the right connection.

At Nextiva, it's our team members that make Nextiva a great place to work. Nexties are smart, driven, and the best in class at what they do. We're changing the game in the software industry with the first of its kind, conversation-centric work hub that unifies team collaboration, customer management & engagement in ONE single application.

Since its founding in 2008, more than 100,000 companies rely on Nextiva for customer and team communication. We believe in the power of strong connections; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other.

Build Amazing - Deliver Amazing - Live Amazing - Be Amazing

The Collections Specialist is responsible for working with internal and external customers to perform AR collection functions to support the billing operations processes. This role handles inbound and outbound customer calls to help resolve billing issues, process returns and create appropriate solutions in a timely and effective manner. As a collector, the Specialist is responsible for collecting outstanding receivable balances on delinquent customer accounts.

Key Responsibilities:

• Answering inbound and outbound customer phone calls and instant messages in a timely manner
• Supporting Nextiva's ticketing system
• Creating invoices and credit memos to customer accounts
• Assisting customers with billing questions and resolving billing issues
• Processing product returns and issuing credits for cancellation
• Researching and respond to customer credit card disputes
• Maintaining detailed logs of customer interactions
• Performing other billing or accounting tasks as assigned
• Providing back-up customer support for other positions as needed
• Receiving and posting incoming payments
• Monitoring accounts receivable aging for all overdue accounts
• Processing credit applications and setting up customers on invoicing
• Communicating with customers with delinquent accounts via email and by phone and attempting to secure payment to settle open accounts
• Working with internal customers in other departments as needed
• Research account and payment discrepancies to settle customer disputes
• Recording information about the financial status of customers and status of collection efforts
• Ordering service disconnection of accounts if necessary
• Determining late fees for delinquent accounts per guidelines
• Updating customer account information to include change of address, payment or contact information

Qualifications:

• High School diploma
• 2 to 4+ years of experience in an inbound call center with an emphasis on resolving billing issues/collections
• 2 to 4+ years in a customer-facing role with strong customer service skills and a courteous and professional demeanor
• Proven track record of successful customer service with the ability to quickly respond to the customer's needs and provide appropriate solutions
• Excellent written and verbal communication skills and able to communicate over the telephone and via email in a knowledgeable and effective manner
• Basic accounting and bookkeeping background
• Working knowledge of Microsoft Office products (Word, Outlook, PowerPoint)
• Exceptional Excel Skills
• Ability to work both independently and in team setting with minimal supervision
• Excellent organizational, problem solving and time management skills with the ability to prioritize, handle multiple tasks and meet deadlines
• Adaptable, quick-thinking with acute attention to detail.
• A quick learner with initiative, purpose driven and results oriented attitude, capable of working productively in a fast-paced and rapidly changing environment

Rewards & Benefits:

Nextiva provides a comprehensive employee benefits package that includes medical (including supplemental plans for accident, hospitalization and critical illness), telemedicine, dental, vision, disability, life insurance, legal assistance, an Employee Assistance Plan, paid parental bonding leave, PTO for hourly employees and Flexible Time Off (FTO) for salaried employees, an employee long-term savings plan (401k) through Fidelity with Nextiva matching, comprehensive employee wellness programs and loads of learning and development opportunities which are coupled with career paths to last a lifetime.

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In 2022, Nextiva has been recognized by Comparably as the 'Best Place to Work' in the following categories: Best Company Leadership, Best CEO for Women, Best Global Culture, and Best Places to Work in Phoenix.

Additional workplace awards include 2021 LinkedIn Talent Employee Engagement Champion, Comparably's Best CEO 2021, Best Company Culture 2021 and 2018, Best Company Compensation 2022, 2021 and 2019, and Glassdoor's 2020 Best Places to Work.

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS.

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