This position is for a self-motivated, results oriented, enthusiastic individual who will work on a variety of collections and AR duties within our B2B programs, to include interacting with internal teams and external clients, customers and merchants. The individual must display a strong sense of urgency, and ownership when handling customer receivable inquiries. This role will provide direct support to customers, as well as the entire Client AR team for their daily responsibilities.

oMeets or exceeds all criteria and expectations of a CARS I

oEstablish and maintain relationships with strategic customers

oCommunicate directly and regularly with TreviPays’ client regarding key client customers

oSubject Matter Expert in AR and/or fluent in multiple AR programs/systems

oDe-escalate challenging customers, clients or merchants.

oProvide primary support for escalated inquiries from internal and external customers

oRecognize and resolve complex issues quickly, conducting research and analysis as necessary to solve outstanding receivable balances

oAssist with training and mentoring Accounts Receivables Specialists

oTactfully navigate challenging conversations while adapting to various communication styles

oMinimal travel to customer locations as needed to build and maintain relationships

oRequired to exceed the expectations for department metrics, program Service Level Agreements and department Service Level Standards

oIllustrate initiative; proactively contact customers and merchants to address, identify and determine the root cause of issues

oAbility to act as a shift point of contact providing direction to the team while ensuring appropriate coverage is met

oServe as a leader for TreviPay policies/procedures

oMaintain existing process and procedure documentation to ensure documents are always current.

oAssist in creating documentation for new processes and procedures

oDemonstrate professionalism: Maintain accountability, promote respect, stay work-focused, be punctual, demonstrate positive attitude, minimize conflict, encourage others

oHelp create a culture of excellence by exceeding expectations for metrics and SLAS; providing ongoing learning sessions and collaborating with team and Leadership

oProvide assistance to internal departments to address program challenges impacting clients, merchants and customers, including after hours on call issues and incident management

oProactively identify process enhancements that will improve department results and efficiencies

oConduct testing and QA of the system including escalating system defects ensuring resolution

oAssist Leadership team in completing Receivable tasks for new program implementations.

oInteract with business customers to resolve outstanding receivable issues

oFacilitate the execution of collections treatment schedule, to include calls, treatment emails, account suspension, and recovery placement

oMake daily business to business collection calls

oConduct account research and analysis

oPrepare and maintain various reports

oMaintain an accurate aging report

oIdentify and execute necessary account adjustments

oSend aging details to outstanding customers

oResponsible for tracking and resolving outstanding payment issues

oProvide exceptional customer support while resolving outstanding receivables

oRoute escalated requests and unresolved issues to the appropriate team members (e.g.: tier 2 or 3 or Leadership)

oRecord customer interaction details, comments, and complaints within the CRM system

oRequired to meet or exceed department metrics, program Service Level Agreements and department Service Level Standards

oActively participate in learning sessions

oProvide feedback and collaborate with other team members to improve training and documentation for processes and procedures

oDemonstrate professionalism: Maintain accountability, promote respect, stay work-focused, be punctual, demonstrate positive attitude

oParticipate in skip level meetings with Leadership to provide team, personal and program feedback; system program and role recommendations for improvements; requests for resources/tools for role, program, and system; effectively communicate needs from Leadership

oAccept the need for change and adapt positively to internal and external changes

oProvide feedback and assistance for processes and procedures for new program implementations

oMeet the criteria as outlined above and have 2 years related accounts receivable experience or the equivalent combination of education and experience

oFluent in English (required); additional languages such as Dutch, German, French, or Spanish, etc. are a plus

oStrong ability to resolve challenging customer situation

oSolid negotiation skills under difficult circumstances

oExcellent listening skills

oCoachable with ability to improve performance based on feedback

oHighly competent with Outlook, Word and Excel

oMust be willing to share information, advice, and suggestions to help others to be more successful

oAbility to consistently exceed expectations in an ever-changing environment

oProven ability to prioritize multiple tasks

oStrong critical thinking and analytical skills

oProfessional written and verbal communication skills

What we offer

• A strong pension plan with a 70/30 employer/employee contribution split (Nationale-Nederlanden), including partner and orphan's pension and disability cover
• 26 days of paid leave: 25 holiday days plus an extra "Day that Matters" to use however you choose — and earn up to 16 extra leave hours per year through our vitality reward
• Hybrid working (2 days/week from home) with a €150 home-office setup budget and a daily working-from-home allowance
• Work remotely from abroad for up to 60 days per year — well beyond the market standard
• Invest in your growth: our Study Finance Scheme funds up to 100% of approved study costs, plus unlimited access to a wide range of courses on TalentLMS
• A performance-based bonus program and a global recognition platform that gives your achievements company-wide visibility
• 8% holiday allowance, tax-free commuting reimbursement (€0.23/km) or a fully covered NS Business Card for public transport
• Wellbeing built in: free confidential counseling through our Employee Assistance Program, company-paid accident and supplemental disability insurance, plus 8 hours of paid volunteer leave
• And the small things that make office days nicer: weekly fresh fruit, in-office chair massages, and yoga balls in our Rijswijk office