Credit and Collections Associate

Purpose of Job: 

To ensure the efficient collection of TOTE Group receivables, by resolving outstanding issues on assigned accounts which range from small businesses to Fortune 500 companies. The position requires the associate to facilitate communication and secure prompt payment from Tote Group agents and partners. The collection associate will also assist other company departments by answering their questions and concerns in an expeditious manner. Responsibilities will also include monitoring assigned accounts, contacting debtors to ensure adherence to payment terms, and when needed negotiating debt payments. 

Main Duties and Responsibilities:

• Account Management: Maintain a thorough understanding of all issues within assigned accounts. Demonstrate accountability and create actionable plans for resolution.
• Communication: Regularly communicate the status of accounts, using customer portals for follow-up, invoice uploads, and query resolutions.
• Professionalism: Exhibit professionalism and trustworthiness in all interactions.
• Customer Knowledge: Develop in-depth knowledge of customers’ accounts payable processes to prevent payment delays. Collaborate with cross-functional teams to meet customer requirements.
• Data Analysis: Prior to customer contact, analyze account histories, payment habits, and disputes to prepare for effective communication.
• Dispute Resolution: Listen to customer concerns, research disputes, and determine validity based on contractual obligations. Correct valid disputes and explain invalid ones, moving forward with collections as needed.
• Process Understanding: Have a clear understanding of the Order-to-Cash process and Financial Services operations to create effective solutions.
• Collections: Support the collection of Demurrage, Chassis, and Energy charges. Manage COD collections to ensure payments are made before cargo release.
• Monitoring: Keep track of delinquent accounts and escalate to management as necessary for further action.
• Documentation: Email credit applications to new customers and submit relevant information for credit line evaluations.
• Compliance: Follow all departmental procedures and assist in improving processes.
• Refund Processing: Investigate overpayments and facilitate refunds.
• Decision Support: Assist department decision-making in the absence of the Credit & Collections Supervisor.
• Special Projects: Participate in special projects as assigned.

Secondary Duties and Responsibilities: 

1. Perform other related duties as assigned. Adherence to the Integrated Management System that covers Quality, Environmental, and Safety (International Organization for Standardization) certifications

Authority/Judgment/Disclosure/Financial Responsibility:

Authority Selections:

Limited supervision. Work is performed to a large extent on own responsibility after assignment, with some choice of method.   Occasionally develops own method.

Judgment Decisions:

Mistakes and errors in judgment are moderate in nature and expensive to correct, usually limited to one department or phase of work.

Disclosure of Information Selections:

This position involves regular work with some information which, if disclosed, might have adverse internal effect or objectionable outside results.

Financial Responsibility Selections:

No authority to commit funds for the organization

Skills:

• 2-4 years collections preferred, with a focus on large B2B collections.
• Strong customer service customer service skillset and experience working with sales is beneficial.
• Excellent communication, problem-solving, and analytical abilities.
• Strong time management and organizational skills.
• Effective prioritization and thoughtful decision-making.
• Intermediate skills in Microsoft Excel (e.g., sorting, formulas, pivot tables).
• Proficient in Microsoft Word (e.g., letter writing).
• Ability to handle customer conflicts with professionalism and empathy.
• Must be proficient in English; bilingual in English/Spanish is preferred.

Education:

• High School Diploma or GED required.
• Associate’s degree in business or related field preferred. 

Physical Requirements of the Position - 

Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. 

Visual Requirements of the Position:

Visual requirement equal to that for clerical administrative whose work deals with preparing and analyzing data and figures, accounting, transcription, computer terminal, extensive reading, etc.

TOTE Resources, LLC is an Equal Opportunity Employer - Affirmative Action and a VEVRAA Federal Contractor. We are committed to a diverse workforce and taking affirmative action to employ and advance in employment qualified women, underrepresented groups, individuals with disabilities, and protected veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin disability or status as a protected veteran. TOTE Resources is a drug-free employer and a participant of the E-Verify Employment Verification Program.

As part of the team, full-time employees will receive a comprehensive benefits package, which includes health, dental, vision, life insurance, short term disability, employee assistance program, 401(k) with company match and discretionary funding, tuition reimbursement, supplemental parental leave, jury duty, and bereavement leave. Full-time employees will receive a minimum of 10 days’ vacation, 10 days sick, 10 days paid holidays and one floating holiday every 12 months. In addition, we offer an annual discretionary bonus (based on eligibility).