Customer & Collection Associate (Relief)

Matanuska Telephone Association - Palmer, AK

Full-time - Entry Level

Palmer, AK

About the position

The Customer & Collection Associate (Relief) at Matanuska Telephone Association is responsible for protecting company revenues and maintaining cash flows by providing excellent customer service in payment processing and managing delinquent accounts. The role involves ensuring timely actions on accounts, conducting quality assurance on service orders, and assisting customers with billing inquiries and payment arrangements.

Responsibilities

• Protect MTA revenues and maintain cash flows by providing excellent customer experience in taking payments and working with members on payment arrangements.
• Ensure timely action on delinquent accounts to reduce risk while treating members fairly and equitably.
• 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 and knowledgeable of all MTA products and services, bankruptcy procedures, and payment and collection guidelines.
• Perform Service Order quality assurance to ensure service order accuracy prior to final posting to billing.
• Process residential service orders for posting and assist with correction of non-posted internet usage.
• Process AutoDialer to make outgoing calls for collections on delinquent accounts.
• Negotiate payment arrangements under policy guidelines and process reports associated with AutoDialer.
• Process accounts for Temp Disconnect and reconnect accounts with payment of past due in full or payment plan.
• Run reports associated with Suspends and process fees for reconnects.
• Process Permanent Disconnect service orders for accounts that meet criteria.
• 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.
• Process Collections Letters on accounts written off to Bad Debt and review accounts for term of disconnect.
• Update customer records and type correction service orders to add unbilled or missing services identified during billing audits.
• Assist customers with documentation for discounts and complete forms for billing to add discounting charge code.
• Distribute proper equipment and materials to customers in the office.

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%.

Nice-to-haves

• Knowledge of spreadsheet software (Excel) and basic bookkeeping terminology.
• Knowledge of MTA billing and service order data entry procedures.
• Knowledge of federal and state collection rules and regulations.

Benefits

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