Collection Services Representative in Nashville, TN at BMI

Date Posted: 1/5/2022

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Nashville, TN
  • Job Type:
  • Experience:
    At least 3 year(s)
  • Date Posted:
    1/5/2022

Job Description

POSITION SUMMARY: Accountable for collecting the maximum amount of overdue fees from customers according to the terms of each music performance agreement. Required to foster customer relations and facilitate fee-dispute resolution. Required to interact with Licensing, Accounting and Audit representatives to resolve outstanding issues. Collection is performed via the use of dialer, preview/predictive, for customer contact and sending dunning letters, some of which must be customized.

LOCATION: Nashville, TN office. This position currently reports to the office (2) days per week and work remotely for (3) days a week. Effective February 28, 2022, this position will report to the TN office Monday-Thursday and work remotely on Fridays until further notice.

FUNCTIONS OF THE JOB
Essential Functions: which may be representative but not all inclusive of those commonly associated with this position.

  • Contacts customer and establishes reason for past due account situation; makes arrangements for payments to bring account current and dispositions appropriate result/reason to ensure timely follow up until obligation is satisfied.
  • Secure outstanding reports.
  • Complete high-volume collection activities, using stat of the art call center technology and equipment to maximize cash receipts.
  • Uses best practices, as well as initiative and imagination, to achieve targeted results, while promoting customer goodwill.
  • Composes correspondence/emails based on procedures and knowledge of Collections practices.
  • Collaborates with team leaders and managers to prepare schedules and ensure high productivity standards under the BOLD initiative.
  • Accept credit card and e-check payments.
  • Maintain accurate records about customer contact and status of collection efforts.
  • Reviews and advances delinquent accounts to Director for Legal review when collection cycle is exhausted.
  • Requests adjustments, handles queries and resolves issues within contract/company guidelines and policy.
  • Performs specialized work, such as collection in various markets requiring specific knowledge of contract requirements, performing research, reconcile financial disputes (including TV per Program accounts) and scanning customer correspondence to document imaging system.
  • Notify Licensing of sales opportunity and other changes in music use when alerted to such changes via customer contact.
  • Prepares write-off and refund requests/cases for approval.
  • Arrange payment plans within established guidelines.
  • Use skip-tracing techniques to locate customers.
  • Obtain/forward past due invoices and other documents necessary in the customer service/collections process.
  • Assist director and upper management with projects, and other duties as assigned.
  • Regular attendance.
  • Supports our BMI Core Values and cultivates a culture of diversity and inclusion.

POSITION QUALIFICATION REQUIREMENTS
Education: Bachelor’s Degree preferred.
Experience: Minimum 3-5 years collection experience; have experience with an automated telephone dialing system; and must be detail oriented with experience in Salesforce, E-mail, Word and Excel.
Skills and Abilities: This may be representative but not all inclusive of those commonly associated with this position.
  • Knowledge of standard collections practices.
  • Understanding of Call Center technology.
  • Ability to work independently and in a group.
  • Ability to effectively communicate verbally and in writing.
  • Proficiency in Microsoft Word and Excel.
  • Working knowledge of computerized CRM (Salesforce) and A/R systems (Oracle).
  • Good interpersonal skills.
  • Ability to pay close attention to detail.
  • Good listening skills.

License(s)/Certifications Required: None.



For the health and safety of our staff, all team members who are expected to work in BMI offices or interact with the public on BMI’s behalf, be fully vaccinated against COVID-19, unless a reasonable accommodation is requested and pre-approved.


BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER: All applicants will receive equal opportunity for employment without regard to race, creed, color, sex, age, national origin, marital status, veteran status or disability.
 

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