Client Financial Services Coordinator

Summary and

Qualifications:

Communicate with Banfield clients, via inbound and outbound calls, who have past due payments for their Wellness Plans, NSFs, and/or outstanding hospital invoices to obtain account information, approval to collect the past due payments, and/or make acceptable payment arrangements.

Handle calls relating to Lost Pet and micro‑chipping calls, hospital questions and general Wellness Plan questions from current and potential clients.

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Notify Banfield clients via telephone and email regarding delinquent accounts for Wellness Plans, third party collections, NSF's and/or hospital invoices.
• Use various collections techniques to negotiate and secure payment on accounts.
• Process and document future, current and past d⁠ue transactions.
• Troubleshoot and resolve payment and account discrepancies.
• Document calls and resolutions using all appropriate systems, ensuring consistency in service.
• Assist hospital teams with Wellness Plan and non‑Wellness Plan financial information.
• Ensure the delivery of an exceptional client experience to both internal and external clients in every interaction.
• Educate associates and clients on business standards for Wellness Plans.
• Maintain client privacy, security and company confidentiality.
• Other job duties as assigned.

• Must be hardwired with a minimum 85mbs internet speed.
• Must have a quiet space to work.
• Ability to work at a computer for long periods of time.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
• Requires good hand‑eye coordination, arm‑hand‑finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.

• Associate's degree is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
• One year of customer service (call center, retail, hospitality, etc.) experience is required.
• Excellent communication skills are required.
• The ability to multi‑task, prioritize and manage time effectively is required.
• Strong client contact handling skills and active listening skills are required.

The starting pay rate for this role is $19.50/hour with opportunities for merit increases (salary range: $18.50 - $20.38/hour).

The pay range listed reflects a general hiring range for the area, with the specific rate determined based on the candidate's experience, skill level, abilities, and education, and may vary depending on location and schedule.

This posting will remain open for a minimum of two weeks or until a sufficient pool of qualified applicants has been received.

Here at Banfield, we prioritize your well‑being and professional growth by offering a comprehensive total rewards package, including health, wellness, and financial support for you, your family, and even your pets. Check out some of our “Meow‑velous” benefits:

• Comprehensive Medical, Dental, and Vision Insurance: Enjoy peace of mind knowing your health and wellness are our top priorities. We've got your essential medical, dental, and vision care covered.
• Generous Retirement Plans (401(k) and Roth): Invest in your future and enjoy a generous company match to help you build a secure financial future.*
• Paid Time Off and Holidays: Take a break, recharge your wellbeing, and celebrate days of personal significance with paid time off and holidays.*
• Top‑Tier Mental Health and Wellbeing Resources: Your mental health matters. Access our industry‑leading resources, including free coaching and counseling sessions, to support your overall wellbeing and help you thrive.*
• Associate Life Insurance (company‑paid) & Supplemental Life Insurance
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