Collection Operation Specialist

About the role

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks. Motive serves nearly 100,000 customers - from Fortune 500 enterprises to small businesses - across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. Visit gomotive.com to learn more. Motive is on a mission to modernize the trucking industry. With our leading fleet management platform, we bring trucks online and fundamentally transform how freight moves across roads globally. Our team sees the tangible impact of our work every day, believing that intelligence is most powerful when paired with humility. Motivated by the opportunity to improve every facet of a trillion-dollar industry, we're proud to be recognized as a Forbes Cloud 100 company, a 2020 Career-Launching Company by Wealthfront, and a Forbes Best Startup Employer 2020. As a Collections Operations Specialist, you will play a vital role in ensuring our financial health through timely, accurate payment collection, robust customer communication, and meticulous operational process management. You'll handle direct customer inquiries, process various payment types, resolve complex operational and customer cases, and strictly follow established Service Level Agreements (SLAs). This role demands an exceptional attention to detail and an ability to collaborate cross-functionally while supporting Motive's mission and values.

Responsibilities

• Accurately process and apply incoming payments (checks, wires, ACH) to the rightful customer accounts for multiple currencies (USD, CAD, MXN), using daily cash sheets and reports from bank portals.
• Perform daily reconciliation of payment batches and thoroughly investigate any discrepancies to maintain accuracy.
• Ensure successful payment cases across Term Collections, Vendor Finance, Fuel Card Partners, and Credit Collections are processed efficiently and accurately.
• Generate cases for rebates related to vendor finance cash applications.
• Analyze credit card payment trends, identify common reasons for declines, and provide actionable recommendations to enhance payment success.
• Create Salesforce cases for accounts where invoices remain unpaid, and assist in troubleshooting and resolving payment processing errors.
• Professionally handle escalated customer issues and complex payment disputes, working collaboratively with customer service, finance, and legal teams to achieve swift and correct resolution.
• Securely and accurately process customer updates to credit card and ACH payment information while ensuring compliance with privacy and data security standards.
• Proactively identify and reach out to customers regarding initial payment failures, provide clear guidance on resolution steps, and facilitate updates to payment information.
• Communicate delays in processing requests, setting clear expectations through regular updates and estimated timelines.
• Monitor and respond to customer emails related to payments and accounts, ensuring responses within a strict 3-hour SLA.
• Manage and resolve customer inquiries across several channels (Billing, Billing CSA, Billing CSA Priority, Billing OPS BFS, CSM, and Spanish Support), delivering prompt and consistent information.
• Manage all ACH return and chargeback cases, identifying root causes, initiating recoveries or account updates, and communicating effectively with customers to clarify issues and guide them through resolution steps.
• Work closely with the billing department on delinquent accounts to facilitate cancellations and transition to third-party collections if necessary.
• Your Background That Likely Makes You A Match
• 1-2 years' experience in collections operations, payment processing, or customer-facing financial role (SaaS collections and Quote-to-Cash experience is a plus).
• Proven ability to process payments with high attention to accuracy and detail.
• Excellent communication skills (written and verbal), able to clearly explain payment issues and solutions to customers.
• Independent, adaptable, and comfortable in a fast-paced, changing environment.
• High level of proficie

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