Customer Financial Services Representative

Customer Financial Services Representative 1 at Rocky Brands, Inc.

The Customer Financial Services Representative will be responsible for managing assigned accounts, reducing accounts receivable balances, recording customer payments, ensuring timely processing, and maintaining sales tax certificates for new or existing customers.

• Manage assigned accounts and reduce accounts receivable balances by working with customers and the sales team.
• Recording customer payments, ensuring payments are processed timely and within department standards and auditing guidelines.
• Sales tax certificate setup, validation and maintenance for new or existing customers.
• Work individually and as a team member to achieve set collection goals and objectives.
• Analyze customer account to determine best solution to resolve invoicing issues and document resolution.
• Initiate calls to customers in order to secure payment for past due balances and negotiate and arrange payment plans for customers unable to pay within terms.
• Process customer credit card payments as needed to pay down open balances.
• Follow the Standard Work Schedule provided by management to efficiently work assigned accounts.
• Utilize the Customer Relationship Management system (CRM) to verify and update account information, record names, conversations, and establish follow-up tasks.
• Document, track and resolve customer issues and complaints.
• Collaborate with all internal departments to assure customers’ needs are met.
• Accurately complete cash application functions: apply/post credits and debits, deductions to invoices, cases and incoming remittances.
• Apply all payments before end of business each day.
• Communicate with both internal and external customers to insure proper posting of items to the customer’s account and internal General Ledger (GL).
• Analyze customer accounts for any skipped or partial payments, or customer errors; contact customers immediately to resolve any remittance discrepancies.
• Complete daily and monthly reconciliation and end of month>
• Document and communicate remittance issues to ensure smooth application.
• Maintain established deduction codes to notate debit notes, partial pays and cash on account.
• Identify and resolve payment discrepancies and record the cases in CRM software.
• Escalate cases, as appropriate to management for review.
• Follow established procedures for processing receipts, cash, etc.
• Receive and validate all incoming sales tax certificates for new and existing customers and then set them up accurately and timely in the Avalara Cert Capture software.
• Manage all sales tax certificates that are expiring by contacting customers to obtain, validate and set up new certificates in the Avalara Cert Capture software.
• Communicate internally and externally with customer service, sales and customers if there are issues with their sales tax certificates.
• Act as the first contact for all questions and issues related to sales tax certificates, their setup and their impact on invoicing.
• Generate and distribute expiration reports to the Customer Financial Services and Inside Sales teams for assistance with collecting new certificates.
• Utilize CRM to create templates for expired certificate requests.
• Complete cases assigned to the cash application queue.
• Act as a backup for the cash application team, the account setup role, and the phone queue handling calls during peak times, busy season or vacations.

• Knowledge of accounting principles, credit and collection policies and procedures, and credit risk.
• Strong problem solving, interpersonal, and financial analysis skills; goal oriented, motivated self-starter; excellent organizational skills and ability to handle multiple tasks.
• Excellent oral, written, and presentation skills with the ability to deal tactfully, confidently, and ethically with both internal and external customers.
• Strong PC skills and Excel skills; experience with other Microsoft Office products:
  Word, PowerPoint, Outlook, etc.
• Associate Degree in Finance, Accounting, or related field; or 3-5 years of related experience that yields equivalent level of knowledge, skills, and experience.

Entry level

Full-time

Finance and Sales

Retail Apparel and Fashion