WHAT DOES A COLLECTIONS COORDINATOR DO?
Updated: Dec 03, 2024 - The Collections Coordinator is responsible for contacting customers to collect past due accounts, handle various customer requests, and utilize online programs to retrieve and submit purchase orders. This role involves coordinating customer disputes, assisting with daily cash postings, processing credit inquiries, and preparing reconciliations and accounting adjustments. The coordinator also ensures timely and effective global debt collection and customer payments, supports special projects and summarizes account statuses monthly.
A Review of Professional Skills and Functions for Collections Coordinator
1. Collections Coordinator Tasks
- Process Documentation: Recommend and document processes related to interactions with Salespersons, Wholesale Customers, and Support Departments, including but not limited to – NetAdmin, VoiceAdmin, Technical Support, Sales Engineer Team, and Fiber Deployment Group.
- Contract Management: Wholesale Business contract updates, expiration dates tracking, management, and record keeping.
- Order Status Handling: Handle calls going into Ethernet over DOCSIS and Advanced Services queue for Order Status.
- Address Requests: Request new addresses and HIU in the Billing System for Advanced Services account billing and/or provisioning.
- Equipment Audit: Audit and handle equipment movement within Advanced Services accounts.
- Account Support: Support collection and adjustment efforts for Advanced Services Accounts.
- Compliance: Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
- Record Keeping: Keep a record of all delinquent accounts, incomplete files, and credit risks.
- Invoice Processing: Process customer invoices through NetSuite ensuring adherence to established policies and procedures.
- Cash Receipts Processing: Process daily cash receipts through NetSuite and update accounts receivable ledger by customer.
2. Collections Coordinator Roles
- Invoice Review: Review invoices for accuracy
- Billing Execution: Execute regular billing/invoice runs to ensure accurate billing
- Cash Application: Drive and complete the Cash Application process
- AR Aging Analysis: Maintain accounts receivable aging analysis
- Collection Strategies: Execute collection strategies on past-due balances
- Customer Communication: Oversee customer communications related to billing questions/issues to ensure timely receipt of payments
- Dispute Resolution: Take responsibility for resolving disputed charges
- Record Maintenance: Maintain customer files and record payment information
- Data Entry: Take responsibility for Data Entry
- Escalation Management: Escalate collection activities in line with company policy
3. Collections Coordinator Overview
- Debt Collection: Contact customers to collect past due accounts which are given credit terms
- Customer Communication: Contact customers for items such as withholding tax certificates, change in banking information, and other various reasons
- Online Program Utilization: Utilize online programs to retrieve purchase orders on customer accounts and submit information
- Account Reconciliation: Prepare reconciliations on customer accounts
- Account Status Summary: Summarize the status of accounts monthly
- Conflict Resolution: Coordinate customer disputes with appropriate employees to resolve conflicts
- Cash Posting Assistance: Assist Cash Administrator with daily cash postings to ensure accurate applications of cash to accounts
- Credit Inquiry Processing: Process credit inquiries and references
- Accounting Adjustment Processing: Process accounting adjustments
- Special Project Assistance: Assist with special projects and requests for information from internal sources
- Global Debt Collection: Timely and effective collection of all debts and customer payments globally
4. Digital Collections Coordinator Functions
- Content Management and Maintenance: Building, testing, previewing, and maintaining the material received from content stakeholders inside web interfaces.
- Stakeholder Collaboration: Working with content stakeholders to create a discovery web interface for the digital collection that includes basic searching and browsing capabilities, as well as custom requirements prioritized by the content stakeholder.
- Communication and Solution Engineering: Voicing needs and concerns with software developers on staff, and working with the developers to engineer an appropriate solution.
- Workflow Development: Developing a workflow that is manageable and trackable by all parties.
- Workflow Efficiency: Efficiently and effectively processing the volumes through that workflow.
- Issue Resolution: Identifying and resolving issues and hurdles that result.
- Responsibility Migration: Working with the Digital Content and Collections head to migrate the head’s responsibilities in this area to the appropriate parties.
- Team Collaboration: Working directly with the teams building the Digital Collections Platform (DCP) initiative.
- Testing Support: Providing testing support for content migration tools and processes.
- Migration Management: Managing, and effecting, the migration process collection by collection.
- Issue Assessment and Resolution: Assessing concerns and issues, and working with DCP staff to fix those issues.
5. Fiber Billing and Collections Coordinator Details
- Order Processing: Receive sales orders from Wholesale and Account Executives for Advanced Telecommunication Services which include Dedicated Private Lines for Transport and Internet Access, ISDN-PRI, SIP trunks, Ethernet over DOCSIS services, and Managed Services.
- Report Management: Craft, maintain, and monitor pending sales, installations, and provisioning orders for advanced services.
- Account Management: Create accounts, post installation/construction charges, add/delete services and features, and reconcile billing.
- Sales Audit: Audit sales coming from Indirect Agents and Wholesale.
- Operational Support: Support the Operational Audit Department with Commission Statements for Indirect Agents.
- Service Code Management: Craft, monitor, and audit changes in Advanced accounts and service code additions.
- Collections: Support dedicated collection efforts for Advanced Customers.
- Sales Processing: Expedite sales processing and provide feedback to salespeople on order entry of Advanced Services.
- Training: Train new account executives on sales orders and contract management of Advanced Services.
- Customer Support: Provide direct support and feedback to customers on order status, implementation phases timeline, and acceptance process.
- Collaboration: Work with Sales Engineer and Business Technical Support Team to deliver advanced services to Direct Customers and Wholesale as agreed on services proposal.