Prepare, review, and distribute collection letters and other correspondence in accordance with company policies and established procedure
Place and receive collection calls in a professional, courteous, and customer-focused manner while working to resolve delinquent account balances

Respond promptly to customer inquiries by phone, email, and written correspondence regarding account balances, billing questions, payment history, and other account-related concerns
Contact customers regarding past-due accounts, discuss payment options, negotiate payment arrangements within established guidelines, and document all collection activity

Maintain and monitor customer payment plans and records, ensuring timely follow-up and accurate account documentation
Partner with Sales Professionals to resolve collection issues while balancing positive customer relationships with the company's financial objectives
Provide exceptional customer service by communicating professionally, demonstrating empathy, and resolving issues in a timely and effective manner
Develop and maintain a thorough understanding of the Tom James sales cycle, business processes, products, and customer service standards to effectively support customers and Sales Professionals
Protect confidential customer and financial information by adhering to company policies and applicable privacy requirements
Performs other related duties, as required or assigned
Maintain regular and reliable on-site attendance

The ideal candidate will have:

Excellent verbal and written communication skills with the ability to communicate professionally and effectively with customers, Sales Professionals, and employees at all organizational levels.
Strong customer service skills with the ability to de-escalate difficult situations and build positive working relationships
Demonstrated ability to prioritize multiple responsibilities, manage time effectively, and remain composed under pressure
Strong organizational skills with exceptional attention to detail and accuracy
Proficiency with Microsoft Office applications and the ability to learn company-specific software and systems.

High school diploma or equivalent required
Minimum of one year of collections, accounts receivable, customer service, or related experience involving telephone communication and customer interactions
Experience handling sensitive customer conversations while maintaining professionalism
Experience working in a fast-paced environment with competing priorities

Your privacy, your choice

Client Services Representative