Cass Information Systems, Inc. Research Clerk 1 in Columbus, Ohio
Research Clerk 1
Cass Information Systems is the nation's leading provider of payment and information services for corporate America’s freight, utility, waste and telecom expenses. We are a business-to-business solutions provider focused on invoice processing, payment, auditing and business intelligence services. We are strongly committed to providing consistently high-quality service to our customers and deeply committed to the welfare and professional growth of our staff.
The Research Clerk 1 position, under direct supervision, researches Utility Termination Warnings, potential Missing Bills and Late Fees. Analyzes payment history, negotiates and arranges payment with utility vendors or executes alternative solutions as deemed necessary to avoid client shut-off of utility service. Responsible for the removal of client's late fees and responds to calls received via the Hot Line.
Primary position responsibilities:
Under direct supervision, researches Utility Termination Warnings, potential Missing Bills and Late Fees by reviewing payment history, account posting and status of check clearing to determine whether further action is required on notices, according to department procedures.
Contacts utility vendors via telephone to determine reason and amount of balance due. Verifies address and that payment have been applied to proper account.
With guidance, negotiates a date extension for receipt of payment or arranges alternative solutions to avoid a client shut-off of utility service, as necessary. In addition, negotiates with the vendor removal of late fees and penalties assessed to the account.
Prepares and provides written correspondence via email or fax of copy of check remittance to vendors as deemed necessary to resolve shut off possibility. Request replacement bills from vendor as needed.
Processes payment research items such as misapplied and stop payments, reissue checks and Pay Now. Responsible for working closely with internal staff and vendors to minimize and correct errors, answers inquires and resolves bill/account discrepancies.
With some supervision, operate the Termination Research, Missing Bill and Late Fee Databases. Organizes daily work within the Termination Research, Missing Bill and Late Fee Databases utilizing department standards and procedures in prioritizing and identifying the most critical research items.
On a monthly basis, review, and contact vendors listed on various late fee reports. Determine which vendor's late fees should be targeted and contact vendor to request removal charges based on established departmental procedures. Document the results/status of the phone call in the late fee database.
Answer vendor hotline and assist vendors with questions on a timely basis, within 2 hours of receipt of call or message
Contact vendors who bill summary and round up/donation invoices and have the clients removed from those specific billing formats. Follow up on outstanding requests to ensure they have been removed.
Provides and maintains concise documentation of research, accurate production task time sheets and updated departmental standards and procedures, as required
Other duties as assigned by management
Works overtime as required
Knowledge and minimum requirements:
Ability to effectively communicate (verbal and written) and maintain a positive composure. Possess good interpersonal skills
Developed organizational skills in order to handle multiple tasks simultaneously and prioritize work
Ability to operate standard office equipment including but not limited to computers, copiers, calculators and facsimile machines. Ability to perform basic functions in MS Office software suites.
Good analytical and problem-solving skills
Minimum 6 months of previous telephone experience normally acquired working in a customer service or collection position or equivalent work experience
Knowledge of Word and Excel preferred
General knowledge of the principles and practices of the Utility billing process