Customer Financial Services Representative - (OKC, OK)

Customer Financial Services Representative

The Dolese Promise is built on a foundation of integrity driven by our passion for quality, safety, and reliability. We are one of Oklahoma's most respected employee-owned companies because of our people and our values. We strongly believe in positively impacting our communities through our products, our actions, and our financial support.

Being a part of the Dolese team affords a unique opportunity to join an organization that rewards its owners through profit sharing. Our employees are one of our most important resources, which is why we promise to deliver.

Dolese Delivers:

• Stable Foundation
• Treat with Respect
• Safe Environments
• Employee Focus

Job Summary

The Customer Financial Services Representative is responsible for facilitating the collection of delinquent accounts for their assigned portfolio. This role will also provide excellent customer service by assisting customers with any requested information related to invoice copies, tickets, etc.

Key Responsibilities/Essential Functions

• Receive and review daily listing of all delinquent accounts that are more than 31 plus days past due
• Apply collection methods in accordance with terms and conditions to contact delinquent account holders to obtain late payments, through various means of contact such as phone, email, letters, or outside agencies
• Utilize effective interpersonal communication skills, presenting a positive image, yet being persuasive in approach
• Ensure each situation is handled properly and in compliance with internal and external policies
• Reconcile customer disputes as they pertain to payment of outstanding balances and maintenance of all aged outstanding transactions (credits, unapplied cash, etc)
• Maintain a log of payment promises and pertinent account details, schedule follow-up communication with account holders
• Reduce the number of losses for Dolese while assisting in the collection process
• Coordinate with the appropriate CFS staff to update customer accounts in Microsoft Great Plains (GP) High Radius
• Communicate with Sales when needing help contacting the customer and to advise them when a customer may face derogatory action
• Provide various levels of documentation for later legal proceeding usage or testifying in court as required
• Work with past due customers on payment plans, with supervisor guidance when necessary
• May provide support for National Association of Credit Management (NACM) meetings
• May be required to aid and cover other cases and queues at various stages of the process not assigned to them when needed by the department
• Regular, reliable attendance at the worksite or assigned work location
• Other duties and responsibilities related to the nature of the job may be assigned on a temporary or permanent basis as needed

Qualifications

Education & Experience

• High school diploma or GED, with a minimum of 1 year of previous experience in collections or a related field OR an equivalent combination of education and/or experience required
• Experience with collection software preferred

Knowledge, Skills & Abilities

• Effective interpersonal communication skills, enabling them to discuss sensitive financial situations in a tactful and professional manner
• Ability to make sound decisions and exercise good judgment in negotiations with customers under moderate supervision
• Ability to persevere in collecting on delinquent accounts, following up on unsuccessful collection attempts and staying focused on achieving results
• Ability to handle stressful situations in a calm and confident manner
• Friendly and approachable with a willingness to engage and interact in a persuasive manner
• Ability to communicate with others one-on-one, fielding questions
• Ability to multi-task with a professional, self-motivated attitude
• Good computer skills with proficiency in Microsoft Office products
• Ability within level to maximize recoveries, while maintaining positive member relations
• Good time management and organizational skills to manage daily collection queue and assigned work
• Willingness to work nights, overtime, and weekends as required

Physical Requirements

• Lift, push, or pull objects of various dimensions up to 30 lbs. of weight frequently
• Ability to perform 80% sedentary work and tolerate prolonged standing/sitting/walking
• Ability to repeatedly balance, bend from the trunk, crawl, kneel, push and pull objects
• Ability to use hands and fingers to handle or feel
• Ability to verbally communicate, hear, and see

EEO Statement: We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, genetics, marital or protected veteran status. Dolese provides 'reasonable accommodations' to qualified individuals with disabilities in accordance with the American with Disabilities Act and applicable state and local laws. If you need a reasonable accommodation in order to complete the application process please contact the Human Resources Director.