Primary Location: 1341 Crossways Blvd, Chesapeake, VA, USA
Division: Cox Communications
Job Level: Individual Contributor
Travel: No
Schedule: Full-time
Shift: Day Job
Requisition Number: 202201235
At Cox, we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.
We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.
Keep reading to learn more about this opportunity to join the Cox family of businesses.
Purpose Promotes customer retention and reduces bad debt and equipment losses by running and working audit reports and managing customer accounts through accounts receivable and back office processes. Provides transactional and compliance support to other departments in order to maximize business operations and financial performance. NOTE: Vertical progression from Management Specialist II to III is based on attainment of functional proficiency and competencies as assessed by supervisor/manager performance management and observation (e.g., 5 Essential Behaviors), including but not limited to higher levels of aptitude and independence in handling compliance issues, making decisions about exceptions that stem revenue leakage, and making recommendations to improve processes, policies and databases. Major Tasks - Runs standard daily reports to identify accounts that require attention and obtain information from bank websites and other sources required to perform transactions.
- Performs various transactional support activities for commercial and residential customer accounts, including but not limited to such Management Specialist I and II tasks as:
- Payment plans
- Field vendor support
- Credit balance refunds/credit card reversal processing
- Bankruptcy processing
- Deposit refund processing
- Debt forgiveness, amnesty, and settlement processing
- A/R adjustment batch management
- Misapplied/missing payment research
- A/R aging report audits
- Point of Sale payment corrections
- Third party collection agency management
- Returned or unauthorized payments and fees processing
- Toll re-rates and investigations
- Buffer file maintenance
- Re-coursing/NTRAP processing for payments on collect calls
- Lock box rejects
- DAK/Cramming/Slamming investigations
- Wire transfer posting
- Write-off review and audits
- Credit adjustment requests
- Oracle (non-ICOMS) billing and collections
- EasyPay processing
- Multiple Dwelling Units/bulk report maintenance
- Merge/unmerge statements and bill cycle change processing
- Field collector payment batch reconciliation
- Collection letter processing (manual form letters)
- Non-paid Disconnects Q code S & 4 work order compliance audits
- Deceased/name change/Power of Attorney processing
- Non-paid Disconnects work order routing and dispatch
- Early Termination Fee (ETF) compliance and management
- Lost/stolen/damaged CPE requests
- Tax exempt maintenance
- CPE research/recovery requests
- Scheme management/soft interruption processing
- CPE recovery assignment and routing
- Field Collection Fee Processing
- CPE recovery vendor turn-in and audits
- Home Security ETF Processing
- Credit and Deposit Compliance Audits – Reviews exceptions and makes decisions about whether deposits and credit policies have been applied properly to customer accounts. Researches referred customer accounts for External Credit Checks, Internal Credit Scores, and ePort maintenance to identify risk factors, make decisions about deposit amounts, and ensure compliance to company policies.
- Pay per View Limit Compliance Audits – Reviews customer accounts to ensure limits comply with company policies.
- High Toll Limit Compliance Audits – Conducts research on historical usage and payment patterns on referred customer accounts to gauge risk, make decisions about assigned toll limits assigned, and ensure toll charges are billed to the correct accounts and identify toll fraud or incorrect call plans.
- Makes changes to customers’ accounts or refers noncompliance issues to work order originator to resolve and ensure compliance with company policies.
- Monitors reports and thresholds in outbound dialer and refers issues to Supervisors to ensure necessary changes are made and call volume is effectively managed.
- Coordinates running virtual message jobs, loading call files, and assigning Call Center Collection Specialist skills to customer calls so that call volume is effectively managed.
- Monitors and analyzes recorded calls made by Collections Specialists I, II and III to ensure that call quality standards are adhered to. Ability to identify trends and areas of opportunity in the delivery of the customer experience.
- Uses work order quality control audit tool to manage exceptions, verify treatment and ensure quality standards are adhered. Identifies trends and makes recommendations to leadership about process improvement opportunities.
- Reviews and analyzes collections Methods and Procedures and audit data and provides recommendations to Supervisors for updates, changes or process improvements, as well as training and process improvement opportunities for boundary partner departments.
- Provides feedback and makes recommendations to Supervisors, Trainers and vendors on training, coaching, and process improvements opportunities based on reporting, daily interaction, audits and customer complaints.
- Handles complex and difficult situations to avoid escalations and makes decisions regarding external customer collections status.
- Handles issues escalated from Support Specialists Is & IIs, balancing the need to minimize customer churn, minimize revenue at risk, and maximize collections.
- Identifies, refers for resolution and occasionally fixes problems with tools and reports.
- Serves as a Subject Matter Expert to Management Specialist I and II’s by answering questions and sharing successful collections support tactics to improve individual performance.
- Identifies resources available in Field Collections in order to plan and route Non-pay work orders.
- Alerts customers to potential fraud and recommended call plan changes via telephone or letter (template).
- Explains credit and collections policies to internal customers.
- Communicates and coordinates with law enforcement or internal Theft and Fraud Department to report and provide assistance in cases of potential toll fraud.
- Coordinates with Care Center and Call Center Collection Specialists who need assistance with account management and account research.
- Assists Field Collectors with troubleshooting and requests assistance for them from other representatives.
- Coordinates with 3rd Party Vendors and internal customers to resolve collections problems.
- May collaborate with colleagues on shared work to ensure common goals are met and work is performed in a timely manner.
- Collaborates with colleagues to support business continuity and ensure all priority work is accomplished.
- Participates in team or departmental meetings and individual meetings with supervisor concerning own job performance.
- Attends job-related initial, cross-training and refresher training.
- Reads new or updated reference material or announcements pertaining to construction schedules, outages, promotions, programming changes, specials, policies, and other Company business. These may be provided by memo or electronic bulletin board, e.g., e-mail, Knowledge Center (KCUI). Incorporates relevant updated information in customer communication.
Qualifications Required ? High School Diploma, GED or equivalent work experience. ? 5 or more years’ experience in related field (credit/collections, finance, billing environment with a proven track record of performance ? 2 years’ experience using ICOMS and Discover or equivalent systems ? 2 years’ experience using Windows-based PCs, Microsoft Office (Excel, Word, Outlook) in a work environment ? Excellent interpersonal, leadership, presentation and collaborative skills to work effectively with teams throughout organization Preferred ? AS/AA or Technical Certification in related discipline strongly desired Intermediate level of proficiency using Excel, Word, Outlook ? 3+ years’ experience using ICOMS and Discover or equivalent systems ? 3+ years’ experience using Windows-based PCs, Microsoft Office (Excel, Word, Outlook) in a work environment ? Experience in project management or six sigma/quality ? Experience in a compliance/audit function ? Telecommunications experience ? Bilingual
Who We Are
About Cox Communications
Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.
About Cox
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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