Accounts Receivable Lead
Company Description
Zayo Group Holdings, Inc. (NYSE: ZAYO) provides communications infrastructure solutions, including fiber and bandwidth connectivity, colocation and cloud infrastructure to the world’s leading businesses. Customers include wireless and wireline carriers, media and content companies, cloud providers, finance and professional services and other large enterprises. Zayo provides customers with flexible solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth.
Position Description
Our goal is to recover accounts in a timely, efficient, and ethical manner. We strive to provide flexible mechanisms to sell to a range of customers while ensuring that cash-flow is maintained and exposure to risk is minimized.
We are resolved to expect the highest standards of honesty from our Experts and strive to attract and retain productive employees by providing them a stable and fulfilling work environment. Our employees are a major asset in accomplishing our goals.
Responsibilities
Minimal Supervision
- Direct support to Manager with Team Delegation and Resolution
- Lead at least 7 AR Experts knowledge sessions
- Demonstrated increase in customer loyalty by demonstrating reducing customer past due balances Decrease High Risk Past Due Balances
- Attend high level AR review calls and able to articulate disputes, balances and concerns to high level executives
- Knowledgeable support to Legal and Product Leads regarding balance and customers
- Utilize Reporting to manage day to day portfolio via a Collections Process
- Help support and create daily environment oriented to trust, open communication, creative thinking, and cohesive team effort
- Supervises and Approves the Default / Soft Disco / Hard Disco Process. Assuring ongoing training and support.
- Participates in Account strategy sessions, implementing customized solutions without management input
- Coach and help develop team members; help resolve dysfunctional behavior, provide knowledge and problem solving
- Responsible for collections activity on debtor accounts- At Risk high volume / high dollar
- Focus on customer service and solving for collection prohibiting issues; work with customers to resolve disputes and facilitate timely payments
- Drive Process and Development – provide training
- Prepare in-depth customer account reconciliations and statements of account
- Deal with queries from customers
- Provide full research with cash applications
- Respond as Escalation Level 1 to customer inquiries through telephone or email queue
- Weekly and monthly reporting to direct manager
- Provide excellent & considerate customer service
- Personal Queue and Portfolio Management
Qualifications
- Ability to answer phone calls to address customer needs with escalation concerns
- Manage the A/R aging with At Risk 90 day Category- High Volume/High Dollar
- Previous Supervisor or Lead experience
- Help support and create daily environment oriented to trust, open communication, creative thinking, and cohesive team effort
- Lead by setting a good example (role model) – behavior consistent with words
- Efficient with computers
- Highly detail oriented, fast learner, ability to adapt and thrive in an ever changing environment.
- Ability to multi-task and manage competing requests in a professional manner.
- Passion for customer service and delivering an effortless experience.
- Desire to understand process, identify improvements and implement change.
- Accounting Experience a must
- High level of experience with salesforce.com a plus
- Foreign Language fluency a plus; French
EDUCATION AND/OR EXPERIENCE
- Bachelor’s degree (B.A.) from four-year College or University, plus four to six years customer service experience and/or training; or equivalent combination of education and experience.
- Previous long term experience in Collection of High Dollar Balances and /or Account Receivables
- High level of familiarity with MS Excel/Powerpoint/Word
REWARDS
- Competitive compensation
- Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
- Fitness membership discounts
- Generous paid time off policy including paid parental leave
Zayo is an Equal Opportunity Employer. Zayo does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.