Client Resolution Clerk

• Assist clients to maintain accurate and timely financial status of their accounts.

• Assist clients to take advantage of early payment discounts.

• Communicate with clients regarding the status of their account and/or compliance to program requirements for event attendance.

• Focus on the optimization of revenue collection while promoting positive relationships with clients.

The CRC is a proactive, enthusiastic, supportive team member, who is growth minded, driven to succeed and takes 100% ownership of their results.

Position Responsibilities:

• Send emails to clients regarding the financial status

• Make high-volume outbound calls to clients

• Maintain meticulous client interaction records within support software

• Answer inquiries from clients regarding accounts in a timely manner

• Using warm, supportive dialogue, quickly, efficiently converse with clients to determine needs and approved action plans

• Manage daily workload

• Solve client challenges efficiently

• Maintain a high level of professionalism

• Track account collection data to support KPI visibility

• Work with A/R team, reviewing weekly client aging report for classification of client and addressing client account needs in accordance with approved collection procedures.

• Communicate client’s financial eligibility to Operations, Events and Programs Departments for certification, future program purchase or event attendance

• Update and automate processes as opportunities avail themselves

• Assist with client program changes - Cancellations, Upgrades, Downgrades, etc

• Adhere to company guidelines relating to domestic and international collection laws

• Accomplish other tasks as assigned that support the mission of Brave Thinking Institute

The Finance Department is a service department within the Institute and team members will be cross-trained to support the goals both inter and intra-departmentally, as well as other general Institute initiatives. Attending meetings and training sessions may occur throughout the Institute.

Required Position Attributes:

● Strong people skills

● Excellent phone etiquette, customer service and heart-centered persuasion skills

● Critical Thinker: Proactively diagnose/resolve challenges while seeking to improve processes and efficiency

● Clear Communicator: Can easily assess a client’s status and communicate details

in part or in whole to the client or other departments as requested. The communication must be simple, clear, and accurate. Good verbal, listening and written skills

● Growth Focused: Demonstrates a strong interest in continual learning and growth and desire to participate in ongoing institute transformational training.

● Goal Oriented: Laser focused on goals with a “do whatever it takes” attitude. Willing to work extended hours and some weekends when necessary to achieve objectives.

● Forward Thinking: Anticipates upcoming circumstances and conditions that may cause challenges and proactively creates solutions in advance

● Self-Motivated: A self-starter who works extremely well in a team environment, and who also excels when it comes to working independently with minimal supervision

● Extremely Organized/Detail Oriented: Able to assess, prioritize and manage competing deliverables in a fast-paced and dynamic work environment

Required Experience / Proficiency:

● 2+ years direct experience in a customer service position and/or Accounting Collections role

● Proficient in interpreting program agreements and how they translate to financial obligations, program deliverables and eligibility requirements

● Proficient using Excel Spreadsheet functions, tools, and formulas

● Access to high speed internet, dedicated and distraction free work space and able to meet all requirements of this role while working remotely

● Tech savvy with the ability to learn new software and systems quickly

● Desirable Experience (but willing to train): NetSuite and Zoho CRM

● Familiarity with Brave Thinking Institute programs and their deliverables is highly desirable

● Asana Task Management System (or similar + ability to learn immediately)

● Google Apps - Docs, Sheets, Drive

● Communication Tools - Skype, Zoom