Collections Specialist

Description:

Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. Motive combines IoT hardware with AI-powered applications to connect and automate physical operations. Motive is one of the fastest-growing software companies in the world, serving more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery. Motive is built on four foundational attributes; Own It, Less but Better, Build Trust, and Unlock Potential. This has taken our company to great heights, including being recognized by Fortune for Best Workplaces, Forbes Best Startup Employers, and Comparably for our Best Global Culture, Sales Team, Leadership Team, Career Growth, and CEO for Diversity. We’re proud to receive an employee net promoter score of 63 (according to Comparably) which places Motive in the top 5% of companies with 4,000 employees or more. Today, our team is made up of more than 4,000 employees, located across the world, providing support to a wide range of customers. While most of our employees are remote, many have the opportunity to work on-site at any of our 8 global office locations. Visit our careers website to learn more about opportunities at Motive. As a Collections Specialist, you will serve as the main point of contact for all collections related inquiries. You will use your understanding of our invoices to clarify details and questions from customers as it relates to subscription fees and one time charges. You will follow up with customers to inquire about unpaid invoices and resolve any issues impeding payment via phone calls, emails, and case management. You will also help with account reconciliations and other ad-hoc projects as needed. Ultimately responsible for cash received by Motive.

• Communicate and follow up effectively with customers regarding their accounts
• Proactively and reactively provide support to customers struggling with billing related inquiries and payment declines/failures
• Use Salesforce and Zuora to solve payment issues
• Investigate historical data of invoices/payments/refunds/chargebacks/credits/write-offs and assist with customer account reconciliations
• Analyze account documents and other data for accuracy and completeness, acquiring missing or correct data when necessary
• Follow established SOPs, review collections process, and recommend improvements where possible
• Ensure proper period cut off for month end close procedures
• Be the point person to answer collections related support cases
• Provide accurate and timely reporting/forecasting
• Work closely with other functional teams to ensure data quality and consistency
• Comfortable working with spreadsheets, internet applications and ERP systems
• Ability to enter data into various electronic systems while maintaining the integrity and accuracy of the data
• Interface with Sales, Customer Success, and Fulfilment teams to ensure proper follow up is being taken for rapid issue resolution

• 1-2 years experience in a Collections related/customer facing role (SaaS Collections and Quote-to-Cash experience is a plus)
• Independent self-starter and adaptable in a fast-paced and changing environment
• Excellent communication skills (written and verbal)
• High level of attention to detail
• Ability to work under pressure and strict deadlines; flexible
• Ability to work well with ambiguity, solve problems and think on your feet
• A good command of Excel and Google Sheets
• A natural instinct to empathize with the customer
• Receptive to feedback, willingness to learn and embrace continuous improvement
• Ability to identify larger issues and make recommendations for improvement
• Resilient capacity to deal with pressure and the demands of the workplace (remote/office)
• Comprehensive knowledge of Zuora is a plus
• Expertise in Salesforce.com is a plus