Major Accounts Analyst

Major Accounts Services Analyst

The Major Accounts Services Analyst will work closely with all departments across TICF that interact with Customers and Dealers Accounts Payables, Account Receivables, Procurement, and Tax Departments on complex accounts. Responsible for ensuring alignment of billing and customer payment practices, accurate payment posting and timely resolution of discrepancies and disputes, while strengthening customer relationships and minimizing delinquency. The Major Account Services Analyst manages complex and diverse customer accounts including leading regularly scheduled calls with assigned customers and dealers.

What You'll Do:

• Responsible for effective operational management of large and complex customer accounts including National Accounts and Lead Dealer National Accounts
• Primary point of contact for assigned accounts throughout the account life cycle: origination through termination.
• Interact directly with customers, dealers, and internal departments to achieve reconciliation, financial analysis, problem solving and proactive account maintenance objectives for customer accounts
• Ensure timely payment application to maintain delinquency at or below the TICF scorecard objective for Major Accounts Services team
• Meet all assigned metrics for Major Accounts Team, including but not limited to the following:
• Disposition of aged customer credit on accounts
• Timely payment (cash) posting achieving at minimum $0 > 30 days
• Meet or exceed target delinquency KPI's
• Identify variances between billing and payments through effective account reconciliation and analysis following up with the customer to collect past due amounts or issue refunds when applicable
• Provide timely resolution of discrepancies and disputes to minimize delinquency and strengthen customer and dealer relationships
• Deliver best in class customer and dealer care by providing informed accounts status updates through regular customer/dealer communication
• Prepare and submit financial changes and master data requests, and liaison with other departments for processing of any adjustments
• Analyze customer accounts to ensure requested changes are processed and the account status remains as expected
• Lead stakeholder conference calls to facilitate communication and develop strategies and solutions for management of complex accounts that typically include high unit volume and multiple locations
• Identify and implement billing changes to better align Customer invoicing requirements with System capabilities
• Monitor and review portfolio changes, including billing set up for new units, pending maturities, recent terminations, and lease transfers to ensure alignment with Customers
• Generate monthly and ad hoc reports as needed to analyze each customer portfolio
• Responsible for escalated accounts that require a thorough and in-depth analysis and research, and recommend solutions consistent with TICF initiatives and objectives while maintaining operational expense as assigned
• Support and assist assigned portfolio with special billing requirements, leading implementation of the processes, monitoring and coordinating stakeholder meetings between the customer, business partners and dealers
• Standardize processes related to account management through Kaizen methodology and impact operational efficiency
• Participate in customer, dealer and sales business reviews as needed
• Analyze trend data and recommend solutions for improving performance
• Adhere to all company policies, procedures, and guidelines
• Provide support across business organization with operational questions, requests, and ad hoc projects
• Demonstrate support for all TICF departments in every interaction
• Assist with customer account reconciliations as requested by other departments or upon request by any leaders within TICF
• Provide training for new Major Accounts Services Analysts and maintain training and reference materials for the Major Accounts Services department

Qualifications You'll Need:

Technical Requirements:

• Advanced Microsoft Office suite (e.g., Excel, PowerPoint, Word)
• Ability to reconcile multiple customer accounts efficiently
• Ability to extract, analyze, monitor, and report on large volumes of transactional financial data

Experience/Educational Requirements/License or Certifications:

• Bachelor's degree in accounting, finance, or related field is a plus
• Minimum of 2-4 years' accounting, accounts receivable, collections, customer service or finance experience required
• Working knowledge of Commercial finance industry or experience with financial analysis, accounting, accounts receivable, customer interaction, and technology preferred

Special Skills/Knowledge

• Excellent communication skills, fully capable of exchanging information with Major Accounts dealers, customers, internal departments, and executives
• Proven interpersonal skills with the ability to collaborate well across the organization and with external stakeholders
• Substantiated analytical, organizational, and problem-solving skills
• Strong written communication skills
• Business insight knowledge to assess changing trends and decisive ability to act accordingly
• Self-motivated with the ability to work independently and with minimal supervision
• Demonstrated attention to detail

Job Competencies

• Customer First: Demonstrate a consistent passion to exceed internal and external customer expectations. Focus on creating an exceptional customer experience.
• One TICF: Foster a One TICF mindset. Operate with a broad view of the organization, understanding how your role impacts others within the organization. Collaborate and effectively communicate within teams, cross functionally, presenting a One TICF experience for dealers and customers. Support the company Hoshin and Vision.
• Mindset of Continuous Improvement: Challenge self and others to continuously look for ways to improve TICF business processes and deliver value to the customer. Identify problems, remove inefficiencies, innovate, and challenge the status quo. Apply a Kaizen (continuous improvement) mindset in day-to-day tasks and projects - big or small.
• Demonstrate Inclusive Behaviors: Foster an inclusive environment where everyone can thrive and feels welcomed, valued, respected, and heard. Be curious, listen to, understand, and capitalize on diverse perspectives. Show gratitude and consistently demonstrate respect for people.
• Learn, Grow, Develop: Continuous improvement of yourself and others. Ask for and give constructive feedback. Invest in your growth and development by taking on challenging assignments and applying learned concepts.