Customer Account Representative

Company:
Finning Canada

Worker Type:
Temporary

Position Overview:
This position is responsible for assisting customers and branch employees with credit account inquiries and requests. It focuses on collection of past due accounts and mitigating the risks associated with extending credit through proper and regular review of customers’ accounts. The Customer Account Representative ensures that corporate policies and guidelines are followed with all credit and collection processes while delivering a high level of customer service that supports business and sales strategic objective.

Kindly note: This is a Temporary, Full-time position wherein the duration of the role is 18-months.

Job Description:
Major Job Functions:
Portfolio Management:

- Administer collection activity and build and maintain the credit history file in utilized enterprise resource system (M3, SalesLink) or other assigned systems
- Manage assigned accounts, includes contacting customers to follow up on accounts, reviewing accounts and notes receivables reports regularly to identify follow up requirements, monitoring and communicating customer portfolio and regional customer metrics to internal stakeholders, processing small balance write off, account adjustment, and account reconciliation, and resolving dispute, discrepancies and short payments
- Assist in branches when receiving request for Deferral’s, General Security Agreements (GSA), garage man's liens and escalate to Senior CAR.
- Negotiate repayment arrangements within a 90 day repayment period; escalate to Team Lead and or Sr. AR Manager for protracted periods.
- Collect on past due accounts and report to Account Receivable Team Lead and or Senior AR Manager on accounts requiring legal action, repossession, bad debt write off and identified as risk.

Customer Service:

- Provide customer service on accounts, includes forwarding invoices, processing credit card authorization forms, processing customer refund request; completion of Netting forms, Write-Off forms, Credit Matrix, and submission to the appropriate assigned signing authority.
- Responding to customer enquiries, by promptly answering the queue line.
- Reconciliation of AR accounts as required

Credit Approval:

- Approve credit releases for parts, service and rentals request and authorize requests over the set credit limit

Reporting:

- Prepare weekly & monthly AR reports as assigned
- Other assigned duties as required

Accountability:

- Meet or exceed set collection targets (60 to 90 day targets) and bad debt targets and reduce delinquency rates for assigned accounts, as outlined in corporate guidelines
- Regular, proactive and consistent contact with customers assigned and accurate and timely account and process information and documentation, as required
- Monitor and communicate customer portfolio metrics (e.g. delinquency notes, portfolio ageing and identified risks) to applicable internal stakeholders and Accounts Receivable Team Lead
- Identify and act on accounts requiring legal action through communicating with Accounts Receivable Team Lead, Senior CAR, or Senior AR Manager on areas of concern
- Represent the company in a professional and ethical manner and establish and maintain effective and cooperative working relationships with customers, branches and all internal relationships while maintaining confidentiality
- Adhere to policies and procedures outlined in the Credit Department Policies and or Procedures

Knowledge:

- Proficient in MS Office Applications
- Knowledgeable of the Personal Property Security Act (PPSA), Personal Information Protection Act (PIPA) and Bankruptcy and Insolvency Act (BIA)
- Knowledgeable of basic business law and basic tax law
- Knowledgeable of Generally Accepted Accounting Practices (GAAP), credit procedures and CCAA (Customer Credit Agreement Act)
- Knowledge of account receivable and collection practices
- Understands and adheres to Finning policies and procedures, including Safety

Experience:

- 1-3 years of high volume corporate collections experience
- 1-3 years’ experience processing accounts receivable

Specific Skills:

- Sound customer service skills
- Strong verbal and written communication and interpersonal skills
- Strong time management, multitasking and prioritization skills
- Self-motivated and independent problem solving skills
- Sound organizational skills
- Strong Excel & account reconciliation skills

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is