About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Company / Location Information</H2> </div><div><p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.</span></span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Primary Function</H2> </div><div><p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Responsible for the collection of delinquent balances and outstanding non-payment collection from external customers. The incumbent will use a variety of communication methods and strategies to ensure funds and payments while maintaining strong customer relations. </span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Responsibilities</H2> </div><div><ul> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Generates aging reports and performs analysis on accounts within an assigned portfolio. </span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Serves as the first point of contact for customers on account related issues. </span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Identifies and analyzes accounts with past due balances; portfolio consists of complex, high volume accounts requiring extensive analysis and customer contact. </span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Contacts external customers to negotiate and ensure account payment and resolution of past due balances by means of telephone, email, mail and by Zoom. </span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Contacts customer regarding repayment of deductions/short pays and works with other departments to resolve any issues – maintains accurate notes for all deductions and report results at manager meetings.</span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Analyzes accounts to identify customers that may require credit suspension, rebilling, write-offs, or third-party collections placement and takes appropriate action in each instance. </span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Records and maintains records of delivery to document services/products were rendered. </span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Ensures all contact information is correct for assigned portfolio: contacts, phone, address, email, A/P, Payor account, etc. and updated as notified.</span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Performs account analysis with explanations and answers to any inquiries; handles escalated, complex, or problematic calls from junior level collectors.</span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Prepares documentation required for Legal Department and submit to management for approval; including analysis of payment history, invoice copies, detail any credits and any other entries on the account.</span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Notifies appropriate management and sales of bankruptcy status and includes on monthly reporting; maintains all relevant files on designated shared drive. </span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Communicates complex idea to external and internal customers and all levels of management. </span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Manipulates large amounts of data and reports in Excel utilizing pivot tables and formulas to validate results.</span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Identifies root cause issues and addresses customers to influence customer behavior.</span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Recommends efficiencies to procedures and customer payment plans to ensure department goals are achieved. </span></span></li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Qualifications</H2> </div><div><ul> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">High school diploma or GED</span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">3+ years related work experience or training</span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Strong work ethic </span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Must be self-motivated in a fast-paced environment</span></span></li> </ul> <p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif"></span></span></p> <p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Additional Qualifications:</span></span></p> <ul> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Strong negotiation skills</span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Excellent business writing and speaking skills </span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Superior customer service to both external and internal customers</span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Problem solving skills; able to make quick, accurate, decisions on critical matters </span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Detail oriented and good organization skills</span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Demonstrated analytical skills</span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Solid mathematical comprehension: proficiency with spreadsheets and databases, research and organize large volumes of data, basic accounting knowledge, basic understanding of interpreting financials</span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Proficient with MS Office including intermediate Excel, Word, and Outlook </span></span></li> <li><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Knowledge of SAP - a plus</span></span></li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Education</H2> </div><div><div>High School Diploma or GED</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">We Offer</H2> </div><div><p>Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.<br>#Appcast</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">ADA Statement & EEO Statement</H2> </div><div><p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.</span></span></p><p> </p><p> </p><p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.</span></span></p><p> </p></div></div></div>