AR Support Service Specialist II

AR Support Service Specialist II

The Accounts Receivable Support Service Specialist role assists in various roles, such as customer tax, certificate of insurance and supporting the collection efforts within the Order to Cash Department. The AR Support Service Specialist responds to external and internal customer requests in a timely manner. This role works in the certificate insurance field who have the authority to determine insurance certificate validity and contact agents and / or customers to resolve invalid certificates, within basic guidelines for routine certificates and local accounts. The customer tax role is responsible for assisting the tax department with providing certificate of exemptions documentation to support any given state tax audit assessment and responsible for providing reason for sales tax adjustments. Additionally, the tax specialist is responsible for customer account updates regarding taxing status.

This position reports directly to the Support Services Manager and must have a keen attention to detail, paired with Outlook and Salesforce.com experience.

What You Will Do...

• Handle incoming customer calls and emails through dedicated accounts receivable hotlines and inboxes
• Respond to all customer requests appropriately within designated SLAs
• Work closely with Order to Cash Department team members in the resolution of more complex customer inquiries
• Assist in special projects and other collection related tasks as identified by management.
• Meet and exceed key performance requirements through recorded phone calls and monthly reviews of customer interactions
• Review and process insurance certificates received from customers, insurance agents, Herc Branches, Collections and Credit Department.
• Ensure that the customer receivables database reflects correct status of insurance information.
• Provide regular communication with insurance agents and customers regarding invalid, expired, or questionable certificates is a must.
• Assist in ensuring Herc remains compliant with state, local and SOX sales tax guidelines
• Process account updates regarding tax certificates received from customers, agents, Herc Branches, Customer Accounts and Credit Departments once Herc Tax Department has reviewed and determined validity.
• Assist with training new employees
• Ensure that the customer receivables database reflects correct status of tax valid or invalid information
• Process sales tax adjustments in supervisor queue ensuring proper support and documentation validate adjustment and audit trail procedures are followed
• Review and Maintain Tax Exemption and Customer Tables within Vertex
• Work on special projects with the team lead

Requirements

Skills