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Analyst
CenturyLink
Monroe, LA, United States
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CenturyLink (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink for more information.
Job Summary
The role of the Analyst I will be to collect revenues owed from CTS business customers and to assist with initiating basic billing inquiries and disputes based on customer feedback related to their invoices. You will be expected to provide superior customer service to help build a loyal customer base, improve our ability to retain our current customer base, and provide quick responses and resolutions to their billing concerns for prompt payment receipt. You will be required to educate our customers on the different payment methods available to make their payments timely while explaining the payment terms negotiated as part of their contract agreement and the outlined consequences for failure to adhere to those terms. Conflict resolution and negotiation skills will be utilized on a daily basis.
Job Description
Job Responsibilities:
• Receive inbound calls from CenturyLink business customers for collections, payment arrangements, and billing inquiry
• Meet established collection objectives monthly which will include collecting and managing past due accounts and outstanding invoices
• Use various computer systems/screens simultaneously
• Build and maintain strong customer rapport
• Consult, multi-task, and problem solve with the customer
• Perfect the customer experience by providing excellent service on every interaction (phone calls, emails, meetings, conference calls, etc.)
• Preparation of monthly collection reports, recommendations, and credit approval decisions on new accounts which will include credit memos and write-off activities
• Teamwork and collaboration with Sales Support, Customer Service, Billing Operations, Billing Inquiry, and Accounts Receivable teams in reconciling accounts.
• Possess the ability to overcome objections and offer solutions to resolve potential roadblocks during the collection process.
• Ability to locate, review, and comprehend the terms of the contractual agreements governing the servicing relationship between the customer and CTL.
Qualifications
Minimum Qualifications:
• Strong communication skills (written and verbal) preferred
• Multi-tasking and problem solving skills
• Good listening skills are necessary for consultative collections and to negotiate solutions that benefit the company and the customer
• Computer literacy which includes proficiency in the use of MicroSoft Office Suite (Word, Excel, PowerPoint, and Outlook)
• Outstanding customer service skills
• Ability to manage your time wisely to accomplish your daily, weekly, and monthly goals
• Bachelor’s degree in Finance, Accounting, or Management (substitution of 4 years of work experience will be allowed for the educational requirement)
Preferred Qualifications:
• Previous call center experience
• 1-2 years collections and/or finance related experience
Education
Bachelors or Equivalent
Requisition #: 188214
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.