Client Account Admin

Summary

Join Invoca as a Client Accounts Admin and manage outstanding customer debts. You will proactively contact customers, negotiate payment plans, maintain accurate records, and collaborate with internal teams to resolve issues. The ideal candidate possesses strong communication, negotiation, and organizational skills, with a focus on customer service. Responsibilities include debt recovery, account management, compliance and reporting, and excellent customer service. A high school diploma and 2-3 years of relevant experience are required. Excellent communication, negotiation, and problem-solving skills are essential.

Requirements

• High school diploma or equivalent required; Associate's or Bachelor's degree in Business, Finance, Accounting, or a related field preferred
• Minimum of 2-3 years of experience in collections, accounts receivable, or a customer service role with a strong focus on problem-solving
• Excellent verbal and written communication skills
• Strong negotiation and persuasion abilities
• Proficiency in GoogleSuite (gmail, Google Sheets, Google Doc, etc.)
• Ability to multitask and prioritize
• Ability to work independently and as part of a team
• Strong problem-solving and analytical skills
• Ability to handle difficult conversations and maintain composure under pressure
• Exceptional organizational skills and attention to detail
• Fast learner, ability to thrive in a high-energy, fast-paced environment

Responsibilities

• Proactively contact customers (via phone, email) regarding overdue accounts
• Negotiate payment plans and settlements (using legal documentation) with customers in accordance with company policies
• Follow up on payment commitments and monitor payment progress
• Identify and resolve billing discrepancies, disputes, and other issues preventing payment
• Send out welcome letter to new customers
• Maintain accurate and detailed records of all collection activities, communications, and payment arrangements
• Work closely with the team member responsible for payment applications around payment disputes
• Collaborate with sales, customer service, and other internal departments to resolve customer issues and facilitate collections
• Escalate complex or unresolvable accounts to Assistant Controller for further action
• Adhere to all company policies, procedures, and relevant collection laws and regulations (e.g., FDCPA, TCPA if applicable, state-specific regulations)
• Generate regular reports on collection performance, aging accounts, and delinquent balances
• Provide insights and recommendations to improve collection processes and reduce bad debt
• Maintain a professional and empathetic demeanor while interacting with customers
• Strive to preserve positive customer relationships while effectively collecting outstanding balances
• Address customer inquiries and concerns related to their accounts in a timely and professional manner

Preferred Qualifications

• Experience with B2B or B2C collections (depending on the company's customer base) is a plus
• Experience working with Zuora a plus
• Experience working with Monto a plus
• Experience working with Google Gemini a plus
• Knowledge of collection laws and regulations is a plus

Benefits

• Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed
• Paid Holidays – Invoca provides 20 U.S. paid holidays , including a winter break, giving you ample opportunity to refresh and spend time with friends and family
• Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options to choose what works best for you and your family. Fertility assistance is also included
• Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%
• Stock Options – All employees are invited to share in Invoca’s success through stock options
• Mental Health Program – Well-being support on a broad range of issues is available through our SpringHealth program
• Paid Family Leave – Up to 12 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members
• Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs
• InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service
• Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more