Remote Billing & Collections Specialist

CallTower; Salt Lake City (UT); Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Billing Specialist to enhance customer interactions and streamline billing processes. In this pivotal role, you will be the first point of contact for customers, assisting them with invoices, payment arrangements, and general inquiries. You will also handle complex billing issues, ensuring accurate record-keeping and compliance with company policies. This position offers a dynamic work environment where your communication skills and attention to detail will shine. Join a forward-thinking team that values your contributions and provides excellent benefits, including comprehensive medical plans and a generous 401k match.

Benefits

Annual market comp evaluation

85% employer paid medical plans

Dental/Vision

PTO accrual starts day one

100% 401k match on first 4%

Paid Parental Leave

100% Employer paid life insurance

Gym Pass

Qualifications

• 2-4 years of experience in billing or collections preferred.
• Bachelor's degree or 6 years of relevant experience strongly preferred.

Responsibilities

• Manage customer interactions for billing and collections.
• Provide invoices and assist with payment processing.
• Maintain accurate records and follow up on customer inquiries.

Skills

Billing and collections experience

Customer service skills

Time management

Active listening

Communication skills

Education

Bachelor's degree

Relevant work experience

Tools

SalesForce

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

Description

Job Purpose

This individual will be on the frontline and serve as the face of the Billing department when customers call in. The specialist’s main duty will be to manage customer interactions for CallTower’s billing and collections efforts. They will be responsible for assisting customers with obtaining invoices, providing portal access to view invoices, make payments and retrieve call records, and provide general information. For past due accounts, the individual will maintain accurate information regarding collection attempts and follow established processes to collect on balances. For more complex issues, the Specialist will open a case and assign it to the appropriate group for further assistance.

Duties:

1. Point person for customer interactions: Handle calls from customers dialing in directly, or warm transferred from another department.
2. Monitor internal escalations to Billing from Support via the Billing Collaboration Channel.
3. Investigate and resolve basic customer inquiries while on the call as needed.
4. Capture more complex issues in a Billing case (sent to Triage queue).
5. Read and respond to e-mails directed to Billing/Collections via SalesForce & Outlook.
6. Billing tasks:
1. Provide invoices, registration code to billing/payment portal, pull call detail records.
2. Review requests/disputes to credit applicable charges (e.g., support and late fees).
3. Apply charges and credits to accounts as needed, within established limit thresholds.
7. Collections tasks:
1. Be online available to take payments over the phone, and reinstate service if suspended.
2. Communicate requests to extend time to pay, or set up payment arrangements.
3. Educate customers regarding credit policy and dispute process.
4. Support the Billing/Collections Specialist II and Analysts.
5. Maintain up-to-date records in SalesForce, including case type, status, and frequent comments.
6. Professionally communicate with internal and external personnel via phone, email, and video call.
7. Constant customer engagement with frequent follow-ups and closing the loop at resolution.
8. Perform other related duties as required and assigned by management.

Essential skills and experience:

1. 2-4 years of work experience in billing, collections, or related areas (i.e., accounts receivable).
2. Bachelor’s degree or approximately six years of relevant work experience strongly preferred.
3. Ability to follow established processes.
4. Proficiency in Microsoft Excel, Word, and Outlook.
5. Must be self-motivated with strong time management skills.
6. Excellent written and verbal communication, demonstrates active listening and comprehension skills, able to present information in a clear and persuasive manner.

Benefits:

1. Annual market comp evaluation.
2. 85% employer paid medical plans (HDHP and PPO options).
3. Dental/Vision.
4. PTO accrual starts day one.
5. 100% 401k match on first 4%.
6. Paid Parental Leave.
7. 100% Employer paid life insurance, LTD, EAP, telehealth, Gym Pass.