The role involves managing accounts receivables, facilitating collections, handling customer inquiries, recording interactions, and improving operational efficiency.
At TreviPay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation.
TreviPay is on a mission to help businesses grow by enabling online B2B billing and payments.
This position is for a self-motivated, results oriented, enthusiastic individual who will work on a variety of collections and AR duties within our B2B programs, to include interacting with internal teams and external clients, customers and merchants. The individual must display a strong sense of urgency, and ownership when handling customer receivable inquiries. This role will provide direct support to customers, as well as the entire Client AR team for their daily responsibilities.
Duties and Responsibilities
o Facilitate the execution of TreviPay's Standard Operating Procedures (SOP) to support B2B collection efforts. Call-first mindset
o Record all customer interaction details, comments, and complaints within the CRM system
o Provide an elite customer experience in all interactions via phone, email and meeting, with both internal and external stakeholders
o Answer incoming phone calls, make outbound calls, and successfully respond to customer inquiries within expected quality and timeliness measures (based on HEAR training).
o Meet/exceed departmental KPI's (past-due rate, 60+% and others as specified)
o Demonstrate the ability to meet/exceed both quality and productivity performance expectations
o Respond to requests for information, such as payment history and open invoice requests, and navigate core systems as needed
o Demonstrate the ability to solve for root cause, helping to set customers up for future success
o Manage relationships with large, strategically significant customers requiring frequent contact and a strong partnership
o Demonstrate proficiency in solving complex problems by both identifying root cause and independently taking steps to resolve the issue and prevent future occurrences
o Perform adhoc account reconciliations to help determine if payment application or large-scale reconciliation is necessary
o Provide customers/clients with guidance on how to streamline their processes for operational efficiency
o Facilitate/lead conference calls with stakeholders as needed
o Participate in projects designed to improve organisation processes or improve efficiencies
o Provide feedback and collaborate with other team members to improve training and documentation for processes and procedures
o Available to pivot to both other programs, teams, and markets as needed, including liaison with external customer support agencies (e.g. WNS) and nominated internal liaisons
Qualifications
o 1-3+ years of applicable experience
o Ability to multi-task and make routine decisions
o Ability to work quickly and accurately simultaneously
o Ability to meet deadlines
o Customer-centric focus and professional demeanor
o Strong communication skills including writing, speaking and active listening
o Positive attendance, dependability, and reliability
o Proven ability to assess, prioritize, and balance daily workload
o Attention to detail
o Listens with empathy
o Good problem-solving and critical-thinking skills
o Good analytical skills
o Proficient in Microsoft Office Suite, with strong skills in Excel and Word
o Proficient in Salesforce
o Adaptable and fast adopter of TreviPay in-house IT systems
What's in it for me?
· Work in a friendly and caring agile company where teamwork is key
· Work with friendly and highly skilled practitioners that are invested in your success and growth
· Remote working is the new normal
· Beautiful new CBD offices that you don’t have to attend
· Like-minded technologists
· Hackathons and R&D time
· Casual environment and dress
· Employee referral program
· Successful and stable company
At TreviPay we believe in:
· INGENUITY - TreviPay was created through creative problem solving and seizing opportunities. This spirit continues to drive our business today.
· EMPATHY - TreviPay takes pride in the ability to actively listen to understand and support the distinct viewpoints of employees, customers and our communities across the globe to contribute positively to the diverse TreviPay network.
· TENACITY - Underpinning our efforts is a relentless commitment to our customers and their success. We give our employees the autonomy to make decisions, all for the collective success of our business and the business of our customers.
Top Skills
Microsoft Office Suite
Salesforce
TreviPay Melbourne, Victoria, AUS Office
10-16 Queen Street, Level 12, Melbourne, Victoria, United States, 3000
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