About this opportunity Align is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry. Align, the makers of Invisalign ® is looking for a Customer Payment - Collections Representative. The Customer Payment - Collections Representative plays a critical role in providing support in processing payments, and other related tasks to assist with the financial health of the organization by ensuring that customers and clients adhere to credit terms and make payments as agreed. This position involves direct contact with clients to manage their accounts, aiming to recover outstanding payments while maintaining a positive client relationship. In this role, you will… The Customer Payment - Collections Representative will provide customers with support processing payments and responding to any questions and inquiries, working with, or liaising with various departments including finance, commercial, and customer service to ensure accurate record-keeping and reporting. They will have a strong commitment to achieving department goals and contributing to the organization's financial stability. Providing support in processing payments, responding to incoming inquiries or questions over the phone, chat, e-mail, and fax Actively support Collections Analyst by calling customers for collections proposes. Provide the customer with the information and appropriate advice to maintain a healthy payment trend (including payment history, account statements, copies of invoices, account balance information, and promise to pay). Maintain and update financial/payment contact information when in contact with the customer over the phone, chat, or e-mail, to ensure accuracy in billing and payment records. Work closely supporting and collaborating with the Commercial Team and other support areas to promote the collection activities. Follow specific country, federal, and state laws pertaining to debt collections and HIPAA regulations. Process the financial information capture according to PCI regulations. Manage and follow up the e-payments requests queue. Manage and create weekly and monthly reports related to their daily tasks. Capture and document the customer's disputes and complaints, creating the corresponding ticket, and escalating to the next level. Document and inform the account analysts of all concerns and/or risky behavior or patterns detected during the interaction with the customer. Assist with the mentoring and coaching process. Establish and maintain a professional rapport with customers, prioritizing excellent customer service to preserve business relationships. In this role, you'll need … Typically: 1 to 3 years of experience in a collection or customer service role. High School Diploma plus technical degree and/or certifications in finance, accounting, business administration, or related field. Familiarity with collection laws and regulations. Advanced English Level. Intermediate/advanced knowledge of Microsoft Office Package (Excel, Word, PowerPoint, Outlook).
