Customer & Collection Associate (Relief)

Matanuska Telecom Association Incorporated - Palmer, AK

Full-time - Entry Level

Palmer, AK

About the position

The Customer & Collection Associate (Relief) at Matanuska Telecom Association is responsible for protecting company revenues and maintaining cash flows by providing excellent customer service in payment processing and account management. This role involves working with members on payment arrangements, ensuring timely action on delinquent accounts, and maintaining service order quality assurance. The associate will handle various customer inquiries, process payments, and assist with billing audits and corrections, all while ensuring a positive customer experience.

Responsibilities

• Protect MTA revenues and maintain cash flows by providing excellent customer service in payment processing.
• Ensure timely action on delinquent accounts to reduce risk while treating members fairly.
• Provide Service Order Quality Assurance to ensure excellent customer experience with billing.
• Respond to and research customer payment or credit inquiries and complaints.
• Correct misapplied payments and process customer credits.
• Stay current on MTA products, bankruptcy procedures, and payment collection guidelines.
• Perform service order quality assurance prior to final posting to billing.
• Assist with correction of non-posted internet usage and pre-billing control reports.
• Process AutoDialer to make outgoing calls for collections on delinquent accounts.
• Negotiate payment arrangements under policy guidelines.
• Process reports associated with AutoDialer and manage accounts for temporary disconnects.
• Take payments and reconnect accounts with payment of past due in full or payment plan.
• Run reports associated with broken payment plans and process permanent disconnect service orders.
• Answer Collections ACD phone system and interface with customers directly to take payments and discuss billing issues.
• Process credit refunds for disconnected accounts with a credit balance that meets criteria.
• Update customer records and types correction service orders for unbilled or missing services.
• Track and report errors to Revenue Manager and assist customers with documentation for discounts.

Requirements

• One (1) year experience in customer service, preferably in an office environment.
• Ability to keystroke 35 words per minute.
• Ability to pass an Excel test with a minimum acceptable score of 70%.
• Knowledge of MTA billing and service order data entry procedures.
• Knowledge of federal and state collection rules and regulations.

Nice-to-haves

• Ability to reconcile customer statements and explain them clearly.
• Demonstrated telephone etiquette skills and clear communication.
• Ability to handle difficult customer situations professionally.
• Knowledge of spreadsheet software (Excel) and basic bookkeeping terminology.

Benefits

• Competitive compensation
• Health insurance
• 401(k) plan
• Annual leave