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Customer Finance Specialist Job Summary:

This position is responsible for supporting the Customer Finance Managers on assigned A/R portfolios including maintaining customer service excellence levels within the department by answering in-bound phone calls from branches, sales personnel and customers, with a positive, sales-oriented perspective, and assisting CLARK Security Products in achieving the goals set forth in the Strategic Plan.

The Customer Finance Specialist must be aware that he/she may be the deciding factor as to whether or not a particular customer remains loyal to CLARK Security Products. To do this, they must be able to uphold the CLARK Security Products company values of Honesty & Integrity, Respect, Teamwork, and Development, while having fun and being accountable for the issue until an amicable resolution is reached. This is the essence of CLARK Security Products customer service excellence, through which the customer is reminded of the value of their relationship with CLARK Security Products.

Essential Functions:

• Answer incoming telephone calls by the 3rd ring with a smile in your voice and demonstrating exceptional phone etiquette.
• Provide service excellence to branches, sales personnel and customers.
• Monitor orders on credit hold in a timely manner to insure proper responses are given to customers and branches, while looking for ways to “make the sale” within established parameters.
• Follow-through with customers and branches in a timely manner with appropriate responses to issues, and ensure the proper constituents are notified.
• Assist in meeting team goals as established by the Director of Customer Finance.
• Attend all mandatory department and company meetings in order to share and learn from shared information or ideas.
• Demonstrate the concept of “the customer is always right,” and help the customer feel positive about the end result or solution.

Specific Tasks/Job Function:

• Customer Service:
1. Review credit holds regularly, and in a timely manner
2. Fax/mail invoices/statements to customers
3. General customer service
4. New account letters
5. Answer in-bound calls
6. Picking up credit phones and night bell
7. Switchboard relief (when needed for limited time)
• New accounts, changes and updates:
1. Account changes
2. Create new customer accounts
3. Credit investigations, while exercising due diligence
4. New business applications
5. Submit a full and complete financing package to the Customer Finance Manager for approval
6. Returned mail
7. Safe consignments (set-up and updates)
• Update accounts via the credit watch report
• Supporting functions:
1. Small dollar collections (as assigned by the Customer Finance Manager)
2. Negotiate appropriate forms of payment (check by phone, credit card, ACH transfer, next day air, etc.)
3. COD money tracers/work with COD Report
4. Credit Ratings
5. Filing
6. Freight review (including proper research and notes on all freight adjustments)
7. Proof of delivery
8. Process credit card payments and/or credits
9. Customer refunds
• Accounting Functions:
1. Manage the credit / re-bill process on accounts assigned by the Director of Customer Finance
2. Assist with the reconcile of customer accounts
3. Reconcile credit card report
4. Reconciliation of customer payments and discrepancy notices from A/R group
5. Processing RGA’s
6. Sales Tax review (including proper research and notes with supporting documentation on all sales tax adjustments) Assist with working the credits over 90 Report
7. Assist with working the Service Charge Report

Minimum Qualifications:

• High school graduate with 1-2 years experience in customer service, credit or collections

Skills/Abilities/Knowledge:

• Effective oral and written communication skills
• Basic knowledge of computer skills in MS Excel and Word
• Ability to use good judgment
• Basic knowledge of accounting and arithmetic
• Excellent phone etiquette, with a smile in your voice at all times
• Ability to resolve conflicts directly with the individual (customers and co-workers) and seek management’s assistance as needed
• Ability to operate general office equipment
• Ability to express or exchange ideas
• Regular attendance and punctuality
• Good analytical skills
• Ability to exhibit CLARK’s core values: Respect, Teamwork, Honesty & Integrity, Development, and Have Fun

Physical Requirements:

• Ability to sit/twist periodically
• Ability to walk/bend/stoop to pick up materials
• Repetitive hand movements for use of computer and writing
• Ability to lift/carry/reach materials
• Ability to sit and/or stand for extended periods of time

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